Nordstrom Marketing by Isaac, Jalad, Sulipa, University of the Philippines

1. NORDSTROM
Presented By :
MANNA MICHELLE B. ISAAC
KARLA MAE S. JALAD
KENNETH PAUL P. SULIPA
MM 230 - Marketing Management
University of the Philippines
Prof. Mita Angela M. Dimalanta

2. NORDSTROM
An upscale US department store that has become
synonymous with “customer service.”
The company has done everything from “no questions asked”
return policy, sending thank-you cards to customers, to providing
customer loyalty programs

3. “How can Nordstrom continue to provide
exceptional customer service and increase brand
loyalty?

4. BRAND LOYALTY
○ A pattern of consumer behavior where consumers become
committed to brands and make repeat purchases from the same
brands over time regardless of convenience or price.
(Investopedia)
○ It can be generated through improving customer satisfaction
and offering high brand value.
○ Brand performance is a motivation factor for customer
satisfaction and brand reputation is an antecedent for intended
loyalty.

5. Deliver personalized
experiences.
PROVIDING EXCEPTIONAL
CUSTOMER SERVICE AND
INCREASE BRAND LOYALTY
Expand Loyalty
Programs for
customers who
spend less than
$10,000 annually

6. Increase online
advertisements and
presence to
increase brand
awareness to new
customers
PROVIDING EXCEPTIONAL
CUSTOMER SERVICE AND
INCREASE BRAND LOYALTY
Provide extra
services for first
time customers

7. Improve customer
retention through
extending their
services to cater to
customers with
special needs
PROVIDING EXCEPTIONAL
CUSTOMER SERVICE AND
INCREASE BRAND LOYALTY
Continue
understanding and
pleasing customers
by addressing
customer
complaints in a
friendly way

8. Continue providing high
quality products
PROVIDING EXCEPTIONAL
CUSTOMER SERVICE AND
INCREASE BRAND LOYALTY
Staying in touch with
customers after the sale
to ensure they are and
remain satisfied.

9. “What are Nordstrom’s greatest
risks and who are its competitors?

10. ○Changing customer
taste.
○Substitute products
and supply problems
○Decline in purchasing
power due to economic
turmoil
NORDSTROM’S GREATEST
RISKS

11. ○RETAIL STORES:
Macy’s
Sears Holding Corp.
Kohl’s Corp.
JC Penny Co.
Dillards Inc.
Saks Inc.
○HIGH FASHION
STORES:
Macy's
Dillard's
Neiman Marcus
Saks Inc.
NORDSTROM’S
COMPETITORS

12. MARKET SHARE
MARKET SHARES
JC Penny
11%
Sears
21.40%
Macy’s
23.40%
Nordstrom
9.90%
Saks
2.70%
Dillards
4.60%
Kohl’s
16.30%
Others
10.70%

13. MARKET SHARES
JC Penny
Sears
Macy’s
Nordstrom
Saks
Dillards
Kohl’s
Others

14. REFERENCES
○(n.d.). Retrieved from Investopedia:
http://www.investopedia.com/terms/b/brand-loyalty.asp
○Abdul, A., & Rehman, A. (2014). Impact of Customer
Satisfaction on Brand Loyalty: An Empirical Analysis of
Home Appliances in Pakistan. Bristish Journal of
Marketing Studies, 18-32.