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Nordstrom Case Study: Customer Service and Brand Loyalty

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Based on the attached Nordstrom Case Study:

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

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

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Solution Summary

Customer service and brand loyalty for Nordstrom is examined.

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Currently Nordstrom customer experience added value with the top notch customer
service they receive. This is especially true for rewards customers, who are rewarded greatly
with many perks through the customer loyalty programs. Though customer loyalty and service are important to Nordstrom, the company could benefit from increased brand awareness and by retaining new loyal customers. Nordstrom can provide some value added services for its new customers, who would be identified as they come in the door by staff who welcome them. As an incentive for shopping at Nordstrom customer service personnel who work on the floor can provide new customers with a perk that will help them have a positive first time experience, such as guided tour of the store and each of its departments, along with a free facial, free fashion consultation, or free fashion show tickets. New customers who receive such services will be registered so they can only receive the services one time. They will not be able to claim new customer status each time they walk in the door if they are registered to receive services on the first visit. While this may get new customers in the door the continuation of rewards for repeat visits and purchases at the store will keep new customers returning.

For each level of spending or for each visit the customer can receive a different service
that adds ...

Solution provided by:
Beatrice Martino, MEd
Education
  • MEd, Jones International University
  • BSc, DeVry University
  • MPH, Walden University
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