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OUR COMMITMENT TO HAPPY CUSTOMERS DOESN’T.
FASHION CHANGES.
SHOPPING CHANGES.
FOUNDED IN 1901
BY J. W. NORDSTROM
BEGAN AS SHOE RETAILER
1971: COMPANY WENT PUBLIC
AMERICAN UPSCALE FASHION SPECIALTY CHAIN STORE
CLOTHING JEWELLERY COSMETICS ACCESORIES
Customer strategy
among the first retailers to
invest in ecommerce
significant investments enabling
customers to shop seamlessly
across stores and online
TARGET CUSTOMERS
MOSTLY WOMEN IN 20s & 30s
WHO SHOP FOR THEM, THEIR
CHILDREN & HUSBAND
ANYONE WHO ENJOYS FASHION
MULTICHANNEL MARKETING
DIFFERENTIATED PRODUCT
Increasing relevance with new & existing customers
EXCITING NEW WAYS FOR EASIER & FASTER SHOPPING
videos featuring young adults involved in
activities like chopping wood or riding a
motorcycle while fashionably dressed.
CAMPAIGN TO ATTRACT YOUNG SHOPPERS
“Great style
from nordstrom
can help you
build your
unique
character”
Customer loyalty program
active social customer
service channel
50 tweets per day ranging from
product queries, to complaints,
to casual brand mentions.
Like2Buy-gallery of Instagram photos
from Nordstrom, which when clicked
take them to the product page.
CORPORATE SOCIAL RESPONSIBILITY
How else can Nordstrom continue to
provide exceptional customer service and
increase brand loyalty?
 continue understanding & pleasing customers
 providing high quality products
 continue to cultivate customer relationship
 building brand loyalty
 maximizing customer lifetime value
What are Nordstrom’s greatest risks,
and who are its biggest competitors?
 limited commercials/advertizing;
 losing customers due to cheaper
alternatives;
 not having products customers want/desire
 Biggest Competitors
saks fifth avenue
bloomingdales
neiman marcus
THIS PRESENTATION HAS BEEN CREATED BY
KARTIKEY BHARGAV(IIT KANPUR), DURING A MARKETING INTERNSHIP
UNDER PROF. SAMEER MATHUR (IIM LUCKNOW)

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Nordstrom-Mini Case Study

  • 1.
  • 2. OUR COMMITMENT TO HAPPY CUSTOMERS DOESN’T. FASHION CHANGES. SHOPPING CHANGES.
  • 3. FOUNDED IN 1901 BY J. W. NORDSTROM BEGAN AS SHOE RETAILER 1971: COMPANY WENT PUBLIC
  • 4. AMERICAN UPSCALE FASHION SPECIALTY CHAIN STORE CLOTHING JEWELLERY COSMETICS ACCESORIES
  • 5. Customer strategy among the first retailers to invest in ecommerce significant investments enabling customers to shop seamlessly across stores and online
  • 6. TARGET CUSTOMERS MOSTLY WOMEN IN 20s & 30s WHO SHOP FOR THEM, THEIR CHILDREN & HUSBAND ANYONE WHO ENJOYS FASHION
  • 7.
  • 9.
  • 10. DIFFERENTIATED PRODUCT Increasing relevance with new & existing customers
  • 11.
  • 12. EXCITING NEW WAYS FOR EASIER & FASTER SHOPPING
  • 13. videos featuring young adults involved in activities like chopping wood or riding a motorcycle while fashionably dressed. CAMPAIGN TO ATTRACT YOUNG SHOPPERS “Great style from nordstrom can help you build your unique character”
  • 15.
  • 16.
  • 17. active social customer service channel 50 tweets per day ranging from product queries, to complaints, to casual brand mentions. Like2Buy-gallery of Instagram photos from Nordstrom, which when clicked take them to the product page.
  • 19.
  • 20. How else can Nordstrom continue to provide exceptional customer service and increase brand loyalty?  continue understanding & pleasing customers  providing high quality products  continue to cultivate customer relationship  building brand loyalty  maximizing customer lifetime value
  • 21. What are Nordstrom’s greatest risks, and who are its biggest competitors?  limited commercials/advertizing;  losing customers due to cheaper alternatives;  not having products customers want/desire  Biggest Competitors saks fifth avenue bloomingdales neiman marcus
  • 22. THIS PRESENTATION HAS BEEN CREATED BY KARTIKEY BHARGAV(IIT KANPUR), DURING A MARKETING INTERNSHIP UNDER PROF. SAMEER MATHUR (IIM LUCKNOW)