American upscale fashion retailer Nordstrom was founded in 1901 and currently operates 112 full-line stores, 69 Nordstrom Rack clearance stores, 2 Jeffery boutiques, and 1 clearance store. Nordstrom is known for its customer service-oriented culture and treats customers as its most valued asset through policies like its no-questions-asked return policy and loyalty programs. The company strategically uses social media to engage customers and promote sales. Nordstrom aims to provide exceptional customer service and increase brand loyalty by continuing to understand customer needs, offer high quality products and an enjoyable shopping experience, and foster strong customer relationships over the long term.

2. About Us…
American Upscale
U.S Fashion retailer
founded by John
Nordstrom in 1901

3. •Currently, they comprise
of:
1. 112 Full line stores
2. 69 Nordstrom rack
clearance stores
3. 2 Jeffery boutiques
4. 1 Clearance store

4. Loyalty Programs and Rewards

5. The Nordstrom Family
• Nordstrom treats its customers like
its most valued asset and consists of
exclusive and unique customer
policies, such as:
1. Their “No question asked” return
policy
2. Various customer loyalty
programs
3. They have just one rule, “Use
good judgement at all situations”

6. Social Media Influence
• The Management at Nordstrom
uses social media very efficiently
• They make use of it to remind
people about their upcoming sales
• To address any of their concerns
• To post pictures about new
arrivals
Nordstrom
<3

7. Sale! Sale! SALE!
• The Half yearly sale is the
most known sale for
Nordstrom
• “Pin it to win it” is a new
program started by them to
keep their customers engaged
• They have some or the other
offers going on throughout
the year

8. Nordstrom’s Strategy
1. Luxury and personalization
2. Upscale fashion merchandiser
3. Unmatched customer service
4. Unique consumer profile
That is why,
People Love Nordstrom!

9. Customer Service
•Known for quality,
Service and Trust
•Customers stay Loyal
even at hard times
•Every time they open a
new store, they help
raise money for local
charities

10. Human Relations
• The Management at Nordstrom
values its employees as much
as its customers
• They believe in making work
fun
• They provide great growth and
career development
opportunities for their
employees

11. CSR
• In 2015, they recycled 90% of
their waste
• They take care of communities +
Respect Environment
• Charitable programs:
Treasure & Bond
United way
Shoes that fit
And many more…
“We’re Going To Leave It
Better Than We Found It”

12. Case Analysis
?

13. • How else can
Nordstrom
continue to
provide
exceptional
custome
r service
and increase
brand
loyalty?

14. 1) Continue
Understanding and
pleasing
customers like no
one else does
2) Continue to provide
High Quality
products

15. 3) Give customers
an experience to
remember
4) Cultivate a
customer
lifetime
value

16. 5) Cultivate
customer
relationships
6) Increase
brand loyalty

17. •What are
Nordstrom’s
greatest risks
and who are its
biggest
competitors?

18. Competitors

19. Risks
#1
Limited commercials and
advertisements
#2
Expensive
#3
Not having products that
the consumers desire

20. Summary
1.
2.
3.
4.
5.
6.
7.
8.
9.
About Us
Loyalty
and
rewards
Nordstrom
family
Social
media
influence
Nordstrom’s
Strategy
Customer
Service
Human
Relations
Case
Analysis
CSR

21. Disclaimer
• Created By: Nuzhat Shaikh, Chetana’s H.S College Mumbai, during an Internship
by Prof. Sameer Mathur IIM Lucknow.
(See www.IIMInternship.com)