We want a Marriage with our customers,Not a Relationship

CASE ANALYSIS

NORDSTROM’s ROOTS

• Shoe maker• Family Business

• Over 50% of company

Founded by John Nordstrom

in 1901

NORDSTROM’sStrategy

LUXURY&

PERSONALIZATION

UPSCALE FASHION MERCHANDISER

UNMATCHED CUSTOMER SERVICE

UNIQUE CONSUMER PROFILE

Makes me feel SPECIAL

People love Nordstrom

Customer Loyalty

• 112 full-line stores• 69 Nordstrom Rack clearance stores• 2 Jeffrey Boutiques• 1 clearance store

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

Continue understanding and pleasing CUSTOMERS like no one else does

Continue to

provide High

QUALITY Products

Give customers an experience to remember

Cultivate Customer Relationship

INCREASE BRAND LOYALTY

What are Nordstrom's greatest risks, and who are its biggest competitors

RISK #1Limited commercials

&Advertisements

Sooo Costly!!...I'll Better go to some Other place

RISK #2

Not having products consumers want or desire

RISK #3

• Founder, roots• Nordstrom’s StrategyBackground

• Customer Loyalty• Customer relationship ManagementWhy it works

• Rewards, schemes, shows• Stats of different storesCurrent Status

• High quality products, better service• Culitvate customer relationshipsWhat next

• Bloomingdale’s, Nieman Marcus, Saks Fifth• Advertisements, pricing strategy, widen market

Risks & competition

Summary

DISCLAIMER

Created by : Tanmay Garg, NIT Surat during an internship by Prof. Sameer Mathur, IIM Lucknow.