American upscale fashion retailer Founded by John Nordstrom in 1901

Opened Nordstrom Rack in 1975

Background

Philosophy Providing highest level

of customer service possible

No questions asked return policy

Deepen and develop customer - salesperson relationship

Loyalty Programs

Customer Service• Known for Quality, Service, Trust• Customer stay loyal in hard times• When they open a new store they help raise money for local charities

Case Questions

How else can Nordstrom continue to provide exceptional customer service and increase brand loyalty?

• Continue understanding and pleasing customers• Providing high quality products• Giving them with experience to remember

• Maximizing customer lifetime value• Continue to cultivate customer relationship• Build brand loyalty

Case QuestionsWhat are Nordstrom greatest risks and who are its biggest competitors?

• Risks:• Limited Commercials/Advertising• Losing customer due to lower price alternatives• Not having product consumers want/desire

• Competitors: Bloomingdales, Nieman Marcus, Saks Fifth

Marketing Theory Incorporated by Nordstrom

Marketing Theory Incorporated by Nordstrom

Marketing Theory Incorporated by Nordstrom

Summary

• Background• Philosophy• Loyalty Programs• Customer Service• Case Questions• Marketing Theory Incorporated by Nordstrom

Disclaimer

Created by Karan Jeswani, IIT MADRAS, during a marketing internship by Prof. Sameer Mathur, IIM LUCKNOW.