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,
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
