Complete case analysis of Nordstrom and its management practices in terms of its customer relationship management. CH-4, Kotler-(14th edition)

1. We want a Marriage with our customers,
Not a Relationship

3. NORDSTROM’s ROOTS
• Shoe maker
• Family Business
• Over 50% of company

4. Founded by John
Nordstrom in 1901

5. NORDSTROM’s
Strategy
LUXURY
&
PERSONALIZATION

8. UNIQUE CONSUMER PROFILE
Makes me feel SPECIAL

10. People love Nordstrom

13. • 112 full-line stores
• 69 Nordstrom Rack
clearance stores
• 2 Jeffrey Boutiques
• 1 clearance store

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

15. Continue
understanding and
pleasing
CUSTOMERS like no
one else does

16. Continue to
provide
High
QUALITY
Products

17. Give customers an
experience to
remember

19. Cultivate Customer
Relationship

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

25. Limited commercials
&
Advertisements

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

27. Not
having
products
consumer
s want or
desire

28. • Founder, roots
• Nordstrom’s Strategy
Background
• Customer Loyalty
• Customer relationship Management
Why it works
• Rewards, schemes, shows
• Stats of different stores
Current Status
• High quality products, better service
• Culitvate customer relationships
What next
• Bloomingdale’s, Nieman Marcus, Saks Fifth
• Advertisements, pricing strategy, widen market
Risks & competition
Summary

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