2. About: Nordstrom
Nordstrom, Inc. is one of the nation's
leading fashion specialty retailers, with 225
U.S. stores located in 29 states. Founded in
1901 as a shoe store in Seattl, today
Nordstrom operates 117 Full-Line
stores, 104 Nordstrom Racks, two Jeffrey
boutiques, one treature&bond store and one
clearance store. Nordstrom also serves
customers through its online presence and
through its catalogs.
3. Challanges and Goals
Challanges:
1. Department store reputation: many people have the perception
that department stores only carry expensive, luxury brands.
Nordstrom must prove that they do have reasonable priced items.
2. Economy: When the economy isn't doing well, people prefer to
shop in discount stores as oppose to department stores.
Goal:
1. The focus is on the customer's needs, individually. Instead of
categorizing departments by merchandise, Nordstrom has created
fashion departments that fill individuals' lifestyles.
2. Offer the customer the best possible service, selection, quality
and value.
4. Integrated Theme
There is a fit for everyone at
Nordstrom because of the high
range of prices. Customers will
receive the best quality customer
service in every medium—
whether in-store, phone, email or
social media.
5. Twitter
There are many social media pages by Nordstrom.
They have a very active Twitter
page, twitter.com/nordstrom.
•The twitter page is very active. It is a portal for
customer service responses and they Nordstrom
team responds to customers' queries in a very
timely matter.
•They tweet about specials, events and
promotional deals.
•They also discuss the latest fashion trends and
how to recreate them with Nordstrom products.
6. Facebook
The Facebook page is similar to the
Twitter page.
•The Nordstrom team is very
responsive to the customer's
comments.
•They promote in-store events and
cater to local stores.
7. Nordstrom Blog
Nordstrom also has a
blog, blog.Nordstrom.com. The blog is
updated with quick blog stories about
great new products and trends.
The blog is very responsive to trends
that the consumer is interested in.
8. Future Success
The key to the success of Nordstrom is to
continue promoting through social media.
Their social media presence is very strong
and they can continue the positive response
they have received from the public. They can
maintain prices as they are because they
have a great range of prices for every
budget.
9. Proposal
I propose that we maintain the social media
strategy through more contests and
giveaways. I believe the customer service
aspect is strong for Nordstrom, so they
should continue this and there will be money
allocated for the customer services
representatives.
10. Budget and Timeline
Budget:
$15,000 for contests and giveaways through Facebook, Twitter and
Foursquare.
$25,000 for customer service representatives to do whatever they
deem neccessary to maintain the positive image Nordstrom has
created through the customer service mediums.
Timeline
This proposal needs to be most heavily promoted during the
holiday season. This is when consumers are doing the most
shopping and will be in the store the most. Between buying
presents and returns, people are constantly in the store. The
promotions will remind people to shop in Nordstrom and positive
customer service experience will encourage return rates.
