Big spenders get Nordstrom perks

As if we needed another reason to shop

Erika Baker Ryan BizonDave Dalisky

Nordstrom“Offer the customer the best possible

service, selection, quality and value.”» John W. Nordstrom

Image of being #1 in Customer Service

High Quality Service Retailer, now moving to a Relationship Retailer

Going Above and Beyond• Looking to entice those who already spend

more than non-Nordstrom credit card customers– Platinum Customers– "The customers in our rewards program

already spend 30 percent more than those not in rewards, this should improve on that figure."

» President of Nordstrom Credit, Kevin Knight

Going Above and Beyond• The idea is to hook in the upper-end

consumer who drives the sales of an organization, and make them feel extra special

• "It cements a relationship with a customer. It's just one, two or three more steps to really work more closely with that customer and to make their shopping a more rewarding experience."

» Vice President, Macy’s Northwest

Fashion Rewards Program• Multitiered Program

– Level 1– Earn over 2,000 points on your Loyalty Card

and receive a $20 gift certificate to Nordstrom

– Points must be redeemed within one year

– Each dollar spent equals 1 point

Fashion Rewards Program• Level 2

– Complimentary shipping

– Invitations to private shopping events

– Nordstrom on Call service for spending between $2,000 and $10,000

Fashion Rewards Program• Level 3

– Concierge service

– Shopping packages

– $200 bonus Nordstrom certificates for spending between $10,000 to $20,000

Fashion Rewards Program• Level 4

– Unlimited complimentary alterations– Access to "Red Carpet" events such as fashion

shows • Runway fashion shows around the country

– Personal shopping party – Additional $200 bonus Nordstrom certificates for

spending more than $20,000

Bucking the Trend• Federated Department Stores and Kohl's

Corp. have sold their credit card businesses during the past few years

• Due to upscale clientele (household income over $100,000) Nordstrom feels safe maintaining risks associated with their credit card business

Nordstrom Reigns Supreme!• Nordstrom’s loyalty program has been on

par with upscale department stores like Bloomingdales and Neiman Marcus, but their new rewards program is further proof for their dedication to superior customer service

Bibliography• http://seattlepi.nwsource.com/business/

313776_nordstrom01.html

• Nordstrom.com