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Chapter 16 Symbolic Consumer Behavior

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Nordstroms sells a wide range of products to its consumers such as household goods, clothes, jewelry, and accessories. Nordstroms attracts consumers looking for sacred items for themselves or to gift to someone else. Sacred items are set apart, revered, worshipped, and treated with great respect.  For example, a few sacred items that Nordstroms offers to its consumers could be pieces of jewelry, articles of clothing, and picture frames to place a significant picture inside. These items are considered sacred because they could mean something significant and hold a certain meaning to someone. Pieces of jewelry are popular sacred items that consumers come to Nordstrom to purchase.  Throughout the year but especially during the holiday season Nordstroms is a company where a lot of consumers go to purchase gifts. During the holiday season, consumers tend to walk into Nordstroms already in the first stage of gift-giving which is...
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Chapter 15: Innovations: Adoption, Resistance and Diffusion

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       When the pandemic occurred, it changed the way consumers purchased products and their experience shopping. Nordstrom rolled out with a Stylist Service which was offered virtually and in store. Consumers were able to book a free 30 min appointment with any Stylist and be recommended pieces straight to their phone. If the customer liked the pieces, they were recommended they would be able to reserve the item and or book a fitting. Once a fitting would be booked, they would go Nordstrom Store where a reserved dressing room would have the pieces laid out ready to try on. The dressing room would also be equipped with a tablet or iPad which would allow the customer to speak with an associate to request a different size or color.         Being able to offer this individualized service allows Nordstrom to build more trust in their relationship with clients as they are able to get to know customers more. Not only is Stylist Service innovative b...
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Chapter 14: Psychographics: Values, Personality, and Lifestyles

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 Chapter 14: Psychographics: Values, Personality, and Lifestyles 1. Values A new trend that has been gaining steam in the last decade has been sustainability. As the warning of imminent changes due to climate change, millennials and Gen Zers especially have been changing consumption patterns, placing a high value on sustainability and ethical practices from the companies they shop at. Nordstrom has seen this growing attention to sustainability and implemented key changes to the types of products they carry. The company has published a list of sustainability goals to be met by 2025 on their website " to make an even bigger impact for the good of the earth."  2. Personalities The consumer base for Nordstrom is a typical compliant, susceptible to influence person but also tends to be dogmatic. Resistant to change and new ideas, most consumers are easily influenced by the places they typically shop at. knowing this, Nordstrom has thankfully made it their goal to influence their c...
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Chapter 13: Household & Social Class Influences

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 Household Influences Nordstrom carries a lot of variety for everyone in the family. Nordstrom carries mostly compelling clothing, shoes, and accessories for men, women, and kids. When a household goes to Nordstrom they all walk out with something for themselves. An example of this is the first day of school. The family would head to Nordstrom to go out and have the kids pick out their clothing and their essentials. The father and mother would see something that catches their eyes such as a blazer or shoes.         Social class Influences All communities have what is called a social class hierarchy. Where it has to do with the status of people’s class. That the people in the same social class “tend to share similar values and behavior patterns”  according to Hoyer et al.   Social class influences play a huge role when one considers making a purchase.  An example is when a new release clothing line launches at another retail store t...
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Chapter 12: Consumer Diversity

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 Ch. 12 Consumer Diversity
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Chapter 11: Social Influences on Consumer Behavior

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Chapter 11: Social Influences on Consumer Behavior  Sources of Influence Nordstrom uses mass Media marketing and nonmarketing sources to their advantage to direct their customer base to the e-commerce store. For example, Facebook is regularly used by the company, has excellent customer relations on the site with frequent interactions with consumers even responding in spanish in some instances. Other interactions with consumers ask questions such as which TOMS shoe to stock. Most of these posts have links directing fans and consumers to the e-commerce store. Nordstrom is one of a handful of shops that is laser-focused on this sort of consumer drive.  With nonmarketing sources, Nordstrom also has a strong presence. Twitter is a great resource for social customer service channels building strong customer loyalty through good customer experiences. Nordstrom's Pinterest boards are a great success with well over 4.4 million followers. It is one of the most popular brands on the site...
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Chapter 10: Post-Decision Processes

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People like to tend to return their gifts if they don't like them. This is why people always tend to put the receipt with the gift. This would make the Post decision process easier since the receiver wouldn't have to do the embarrassing thing and ask the sender for the receipt. So, they could return it because they didn't like i t or aren't just satisfied with the gift.  Nordstrom's return policy is " We handle returns on a case-by-case basis with the ultimate goal of making our customers happy ". The best thing about Nordstrom's return policy is that they don't have a set time limit for returns or exchanges.  Since Nordstrom's return policy is great it makes the Post-decision dissonance and the post-decision regret both a bit easier if they still feel like they made the bad decision or dislike it. Customers could simply just go in and ask for an exchange if it's still in the return policy time frame . As for Nordstorm's Satisfaction an...
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