NORDmatch A PERSONAL SHOPPING EXPERIENCE FOR EVERY CUSTOMER AUGUST 2014 Since we are open to FASHION, we should be open to TECHNOLOGY. Bruce Nordstrom Leave It Better Than You Found It, 210 2 “ 91% OF NORDSTROM SHOPPERS COULD BENEFIT FROM A PERSONALIZED SHOPPING EXPERIENCE. ” 3 NORDmatch SHOPPER SURVEY RESULTS OF 105 SURVEYED… 76% DO NOT 44% SHOP AT NORDSTROM AT LEAST ONCE A MONTH LOOK FOR A SPECIFIC SALESPERSON WHEN 45% NEED AT LEAST SOME 46% DESIRE ASSISTANCE IF THEIR PARTICULAR SITUATION ASSISTANCE WHILE SHOPPING REQUIRES IT SHOPPING AT NORDSTROM 61% WOULD BE LIKELY TO USE NORDMATCH TO ENHANCE THEIR SHOPPING EXPERIENCE 4 NORDmatch EMPLOYEE SURVEY RESULTS OF 24 SURVEYED… 70% HAVE WORKED FOR 83% CROSS-SELL IN DEPARTMENTS OTHER NORDSTROM 91% HAVE WORKED IN A DEPARTMENT OTHER THAN THAN THEIR OWN THEIR OWN FOR 1-5 YEARS 17% HAVE WORKED FOR OVER HALF WOULD BE LIKELY TO USE NORDMATCH TO ENHANCE THEIR EXPERIENCE AS A NORDSTROM EMPLOYEE NORDSTROM OVER 10 YEARS 5 How It Works 6 NORDmatch AS A MOTIVATOR •HELPING EMPLOYEES •HELPING CUSTOMERS •HELPING NORDSTROM 7 NORDmatch AS A PROBLEM SOLVER PROBLEM EMPLOYEE •Lacks in amount of personal customers •Low customer retention rate CUSTOMER •Overwhelmed by salespeople and selling in general •Desires a unique and personalized shopping experience NORDSTROM •Lack of customers coming to shop in-store •Missed opportunities to create relationships SOLUTION EMPLOYEE •Connects employees with like-minded customers •Builds strong customer-employee relationships CUSTOMER •Connect customer with an employee that understands their unique preferences and tastes NORDSTROM •Drives volume and increases customer retention •Builds strong customer relationships 8 NORDmatch SHOPPER SCENARIO CUSTOMER PROFILE: Ariel Dewey •Mainly shops online at Nordstrom.com •Often returns what she buys due to lack of assistance while online shopping •Avoids full-line stores because she feels bombarded by sales people and pressured to buy things she does not want or need •Style: Trendy Boho •Favorite Brand: Free People •Favorite Designer: Kate Spade 9 NORDmatch LOGISTICS: GETTING TO KNOW EACH UNIQUE CUSTOMER COMPATIBILITY A QUICK AND EASY QUESTIONNAIRE IDENTIFIES FAVORITE TRENDS AND PREFERENCES OF EACH CUSTOMER. TRANSACTION HISTORY IDENTIFY EACH CUSTOMER’S SPENDING HABITS INCLUDING BUDGET, FAVORITE ITEMS TO PURCHASE, AND DEPARTMENTS LOCATION EACH CUSTOMER’S UNIQUE LOCATION GENERATES A REPORT OF ALL FULL LINE STORES LOCATED CLOSEST TO THEM. MOST SHOPPED IN. 10 NORDmatch EMPLOYEE SCENARIO EMPLOYEE PROFILE: Cari Olson •Sales Associate in the Jewelry and Watches department at the Downtown Seattle Nordstrom •Uses excellent sales techniques and has received a positive 60 day review with full support from her department manager and team •Would like to build a bigger customer base and have genuine relationships with personal customers •Style: Edgy Modern •Favorite Brand: Tildon •Favorite Designer: Tory Burch 11 HOW TO USE NORDmatch IN JUST 3 EASY STEPS 1 SIGN UP 2 GET CONNECTED 3 BUILD RELATIONSHIPS 12 NORDmatch IN ACTION Click icon to add media 13 NORDmatch WHAT IF A USER IS UNHAPPY WITH THEIR MATCH? ‘REMATCH ME’ UPDATE PROFILE CUSTOMERS WILL HAVE THE OPPORTUNITY TO USE THE ‘REMATCH ME’ OPTION, WHICH AUTOMATICALLY FILTERS OUT THEIR ORIGINAL MATCH AND CREATES THEM A NEW ONE. USERS CAN UPDATE THEIR PROFILE AT ANY TIME IN ORDER TO BETTER MATCH TO A SALES ASSOCIATE THAT UNDERSTANDS THEIR CURRENT PREFERENCES. QUESTION OF THE QUARTER EVERY QUARTER USERS WILL BE PROMPTED TO ANSWER A FUN NEW QUESTION ABOUT THEMSELVES THAT WILL BETTER MATCH THEM TO THE RIGHT SALES ASSOCIATE. 14 BENEFITS OF NORDmatch BRINGING IT ALL TOGETHER RETENTION customer Employees Customers ACQUISITION customer 15 PREDICTIONS & PROJECTIONS 1st Quarter 2nd Quarter Flagship Northgate 3rd Quarter Bellevue 4th Quarter Southcenter 16 NORDmatch LATER ADDITIONS RATE MY SALES PERSON SIGN UP AND GET A NORDSTROM NOTE OPPORTUNITY TO LEARN TO BE FLASH DEALS FOR NEW A BETTER SALES PERSON & HELPS MANAGERS BETTER TRACK SALES PERFORMANCE SET UP AN APPOINTMENT EASILY SET UP AN REFERRAL PROGRAM REFER A FRIEND TO NORDMATCH USERS WHEN APPOINTMENT WITH YOUR NORDMATCH AND GET A THEY CREATE A NEW SALESPERSON VIA THE REWARD. ACCOUNT NORDMATCH APP OR ONLINE 17 NM CONNECTING CUSTOMERS. BUILDING RELATIONSHIPS. BEING .