Have you ever walked into or shopped at a Nordstrom’s? It’s amazing. All the employees are super friendly and will do just about anything to help you. They also have just about the greatest return policy ever — they will take back anything no questions asked. Delivering this type of brand experience in-store is one thing, but how do you extend that to digital channels? Jamie Nordstrom, president of Nordstrom Direct offers some insights in this article from eConsultancy…
One surefire, said Nordstrom, is to sell consistently online and off. For instance, if you send a marketing email and a customer walks into your store with that email in hand and says, “I want the item featured here,” then you better have that item in store, he said. — How Nordstrom sees customers’ changing expectations by Cielo Lutino
Think about how to maintain a great customer experience across different marketing and communications channels. Do you have another example of a company that’s great at this?
