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
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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
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How It Works
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NORDmatch
AS A MOTIVATOR
•HELPING EMPLOYEES
•HELPING CUSTOMERS
•HELPING NORDSTROM
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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
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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
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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.
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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
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HOW TO USE NORDmatch
IN JUST 3 EASY STEPS
1
SIGN UP
2
GET CONNECTED
3
BUILD RELATIONSHIPS
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NORDmatch
IN ACTION
Click icon to add media
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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
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PREDICTIONS &
PROJECTIONS
1st Quarter
2nd Quarter
Flagship
Northgate
3rd Quarter
Bellevue
4th Quarter
Southcenter
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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
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NM
CONNECTING CUSTOMERS. BUILDING RELATIONSHIPS.
BEING
.