Nordstrom’s successful digital strategy hinges on its unique approach of integrating digital and physical shopping experiences. Rather than treating them as separate channels, Nordstrom has managed to seamlessly blend them together, enhancing customer experience and driving sales.
Their strategy includes a range of initiatives such as the use of mobile POS devices, digital signage and kiosks in stores, and the integration of online and offline inventory. This allows customers to order products online and pick them up in-store, or have items shipped to their homes if they’re not available in the local shop. Nordstrom also utilises social media and online reviews to inform and engage customers.
The key to Nordstrom’s success is their focus on the customer experience rather than the technology itself. They use technology to augment their existing strengths in customer service and personalisation, rather than trying to replace them. This approach requires a deep understanding of their customers’ needs and behaviours, as well as a willingness to experiment and learn from failures.
Contrastingly, many companies struggle with digital strategy because they focus too much on technology and not enough on the customer. They often treat digital and physical channels as separate entities, leading to disjointed customer experiences. Nordstrom’s success demonstrates the importance of integrating digital and physical channels to create a seamless, customer-centric shopping experience.
Go to source article: https://hbr.org/2015/01/why-nordstroms-digital-strategy-works-and-yours-probably-doesnt