Nordstroms

 Ch. 12 Consumer Diversity

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...

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...