Nordstrom Case Study
Shameka Fahie
Columbia Southern University

A corporation should strive to build a strong, reputable and recognizable brand image. According to Kotler (2012), a brand name such as McDonald’s carries many associations in people’s minds that make up its image: hamburgers, cleanliness, convenience, courteous, service, and golden arches. Consumers associate upscale, top-quality, high fashion, brand-name and high-quality customer service when they hear or speak of Nordstrom. Nordstrom number one goal is providing the highest level of customer service as well as continuing to improve their customer service. An example of providing great customer service is when a consumer purchased tired from Northern Commercial, a company that Nordstrom purchased, and needed to return the tires originally purchased from Northern Commercial. Nordstrom does not sell tires but they accepted the return and provided a full refund with no questions asked. Sales associates sending thank you card to customer who have made purchases and customer’s special order items being hand delivered to their homes are another way Nordstrom provides high quality service.
Nordstrom creating a loyalty program for its customer based on their spending is a way of improving customer service. Customer who spends a certain amount of money annual can enjoy benefits such as free alterations, free shipping champagne, live music, access to fashion shows and much more. This makes the customer feel valued and appreciated especially when a customer is spending thousands of dollars annually. Nordstrom can continue to improve their customer service and increase brand awareness by continuing to consider making sure the customer is satisfied a priority. Nordstrom can interact with its customer on social media by creating a Pinterest page and creating boards that will inspire customer to come in and