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About: NordstromNordstrom, Inc. is one of the nationsleading fashion specialty retailers, with 225U.S. stores located in 29 states. Founded in1901 as a shoe store in Seattl, todayNordstrom operates 117 Full-Linestores, 104 Nordstrom Racks, two Jeffreyboutiques, one treature&bond store and oneclearance store. Nordstrom also servescustomers through its online presence andthrough its catalogs.
Challanges and GoalsChallanges:1. Department store reputation: many people havethe perception that department stores only carryexpensive, luxury brands. Nordstrom must prove thatthey do have reasonable priced items.2. Economy: When the economy isnt doingwell, people prefer to shop in discount stores asoppose to department stores.Goal:1. The focus is on the customers needs, individually.Instead of categorizing departments bymerchandise, Nordstrom has created fashiondepartments that fill individuals lifestyles.
Integrated ThemeThere is a fit for everyone atNordstrom because of the highrange of prices. Customers willreceive the best quality customerservice in every medium—whether in-store, phone, email orsocial media.
TwitterThere are many social media pages by Nordstrom.They have a very active Twitterpage, twitter.com/nordstrom. •The twitter page is very active. It is a portal for customer service responses and they Nordstrom team responds to customers queries in a very timely matter. •They tweet about specials, events and promotional deals. •They also discuss the latest fashion trends and how to recreate them with Nordstrom products.
FacebookThe Facebook page is similar tothe Twitter page. •The Nordstrom team is very responsive to the customers comments. •They promote in-store events and cater to local stores.
Nordstrom BlogNordstrom also has a blog,blog.Nordstrom.com. The blog isupdated with quick blog storiesabout great new products andtrends.The blog is very responsive totrends that the consumer isinterested in.
Future SuccessThe key to the success ofNordstrom is to continuepromoting through social media.Their social media presence isvery strong and they cancontinue the positive responsethey have received from thepublic. They can maintain pricesas they are because they have a
ProposalI propose that we maintain thesocial media strategy throughmore contests and giveaways. Ibelieve the customer serviceaspect is strong forNordstrom, so they shouldcontinue this and there will bemoney allocated for the customerservices representatives.
Budget and TimelineBudget:$15,000 for contests and giveaways throughFacebook, Twitter and Foursquare.$25,000 for customer service representatives to dowhatever they deem neccessary to maintain thepositive image Nordstrom has created through thecustomer service mediums.TimelineThis proposal needs to be most heavily promotedduring the holiday season. This is when consumersare doing the most shopping and will be in the storethe most. Between buying presents and