My team and I proposed a program to help incentivize consumers to shop brick and mortar rather than online.

1. Erin Pollock
Kaitlyn Romo
Mandy Wu
Megan Sutter
Michelle Chan
Victoria Chang

2. Con ect
“A simple communication tool that connects
sales people to their customers and in return
makes it possible for customers to easily connect
with their favorite salesperson”.
We refer to a customer and a sales person who
interact through the ConNect app. as
“ConNects”.

3. How It Works
- Salespeople and Customers can ConNect via the app in 3 ways:
1. Employees can send a message to a specific customer or a group of customers, notifying
them that they are in-store and available to help them for the day.
“Hello Sarah, I want to let you know I am in the store today until 8pm. If you need anything I would love to help you….
Erin
POV Santa Anita”
“Hello Sarah, I wanted to let you know I am in the store today and we just received a new Ted Baker dress and I
instantly thought of you. I definitely want you to see it! Can you come in today?
Mandy
Individualist Santa Anita
2. Customers can use ConNect to see if their favorite employee or employees have checked
in for the day and are available.
3. When the customer is in close proximity to their favorite Nordstrom, they will be notified if
their “ConNect” salesperson is working and available.
Key Features
-Each customer has a ConNect profile where they can list their favorite brands, sizes, and style
preferences.
-Similar to texting, customers can message back and forth about product or requests. Additionally,
customers can share their wishlists through ConNect.
-A customer can purchase a suggested item through the ConNect app, which links directly to
Nordstrom.com (ConNect employee receives commission and store get the sale)

4. “Message” option allows
communication between salesperson
and customer. Sarah has received
three from her ConNect employee.
Customer view of ConNect
“My ConNections” shows Sarah’s
ConNect employees that are currently
available to help her in store.
Customer

5. Ability to purchase directly
with sales person based on
their style suggestions.
Sarah has two purchases
with Mandy.
Sarah has three
employee ConNects.
Green checks
represent which
employee(s) is
available in store
today.
Customer view of ConNect
Individualist Santa Anita

6. Best in Class Example
● Amazon has become one of the top competitors for most retailers and has
continued to grow and become more digitally enhanced
○ Amazon Prime
○ Free two day shipping and free returns
○ Over 480 million products to choose from
○ Launching of their first brick and mortar store
○ Currently testing air base drone delivery
● What Amazon does not provide is the personal connection with their
customers which is where Nordstrom ConNect will set us apart.

7. Execution Plan
0-1 Months
Update the
app:
Work closely
with the web
team/IT team
to update the
application on
the already
existing
Nordstrom
app.
2-3 Months
Have seven stores with an
established employee base
pilot the updated app:
● Arcadia, CA: #345
● San Diego, CA: #360
● Seattle, WA: #1
● Vancouver, BC: #832
● Dallas, TX: #723
● Chicago, IL: #220
● Paramus, NJ: #520
- Survey customers with
incentives to participate
- Survey employees
3 Months
Implement updated app
in all full line stores for
selected salespeople:
Review sales analysis
before and after updated
app
Compare and contrast of
3 month sales of a
ConNect store vs. a
non-ConNect store

8. Execution Plan
● ConNect adds to our existing “convenient” services
○ BOPUS and In Store Reserve
● Currently “convenient” services are goaled to be 2% of total store sales.
● ConNect aligns with current “convenient” service goals.
● We anticipate an increase in convenient service through this digital platform.
○ The ConNect goal is to increase “convenient” services by an additional 1% of total store sales
for a combined total 3% of store “convenient” services.
● This tool can have a significant impact on employees embracing digital selling and strengthening a
relationship based business, which is what our company has been founded on.

9. Target Audience
● Age Range
○ 40 to 60
● Established loyalty
● Income Level
○ Middle Class to Upper Middle
Class
○ Moderate to High disposable
Income
● Age Range
○ 20 to 40
● Fashion obsessed young adults
● Income Level
○ Working Class to Middle Class
○ Lower to Moderate disposable
income
Group 1 Group 2

10. Limitations
● User Error
○ Early Baby Boomers may have difficulty navigating the technology/application
○ Lack of knowledge about current app. purchasing
● Requires user to have Nordstrom app
○ Must be accessible on their phone with wifi/data usage
● Buy on of current employee base
○ Long-term employees may not be as comfortable selling digitally
○ Employees may not have a smartphone or not willing to use their personal device
● Correlation between direct sales and app usage
○ Sales will not be directly reflected in app usage unless built into the application which
thereby costing more money to produce.

11. How Does it Impact Nordstrom?
Gives customers an easier,
efficient, and more personal
way of connecting with a
Nordstrom employee.
Creates and
builds
relationships for
customers and
employees.
Makes it easier for
newer generation
shoppers to make
Nordstrom their “go
to” store.
It perpetuates a
future customer
base for
Nordstrom.
Reinforces our
One Nordstrom
approach linking
“brick and mortar”
with
“click and buy”.
Encourages the need
to go in store and
shop rather than only
purchasing everything
online.

12. Customer and Employee Benefits
Customer:
● Convenience
● Easily accessible
● Enhanced personalized shopping experience
Employee:
● Predictable business
● Strengthens customer relationships
● Leverages time by enabling an employee to connect to an individual or
multiple customers at the same time in an easy efficient manner

13. Con ect!
Let’s