The Nordstrom model for customer service is legendary in the retail industry, even being harnessed for better medical care, according to "ACP Internist." While Nordstrom uses a variety of strategies to satisfy customers, technology works to the company's advantage by offering a more personalized shopping experience. Whether you use a Nordstrom card or you receive an email from the store, Nordstrom is using technology to keep track of you, and offer deals and advertisem*nts specifically geared toward your shopping habits and past purchases.
Fashion Rewards and Store Cards
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Nordstrom uses store perks to help manage customers, track their spending and encourage future spending. The Fashion Rewards program, formerly the MOD card, is linked to your debit account and tracks your spending and gives you two points per dollar spent. For every 2,000 points you garner, you receive a $20 note in the mail to spend at Nordstrom. A store card is a line of credit where you also receive points and perks, such as pre-admission to the Anniversary Sale, a fashion hotline and extra points during special occasions and sales. Both cards track what you spend and how you spend it to tailor advertisem*nts and sales directly to your tastes.
Ordering System
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All Nordstrom stores implement a company-wide ordering system. That means if the item you want isn't currently in stock at your local sale, it can be ordered through the system from any other store as long as it's in stock. When you make a system-wide order, your name, address, phone number and other personal information is entered into the system so you have a record of the transaction. Nordstrom then uses that information to target advertisem*nts and offer future promotions.
Personal Book
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Nordstrom makes use of a personal information system dubbed Personal Book. Personal Book, once a paper book in the store, is now a digital directory of all past Nordstrom customers, their personal information and their personal shopping history. This is all vital for customer service opportunities, such as sending a personal note on a customer's birthday or thanking a customer for a past purchase. Because Personal Book is confidential to the company, Nordstrom has a variety of ways of using personal information to better customer service.
Email List
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You can opt to join the Nordstrom email list when you purchase something in person or online. The email list gives you access to sales from Nordstrom and Nordstrom Rack, often before they're advertised to the public. Nordstrom also uses your email to send personalized advertisem*nts depending on your buying history. If you've purchased shoes from Nordstrom, you will be sent shoe advertisem*nts to help entice you to purchase more.
