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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.