Chapter 15: Innovations: Adoption, Resistance and Diffusion

 

    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 but also display Nordstroms ability to adapt to new life during and post covid and offer a covid safe way for consumers to enjoy shopping. I personally have not heard any major retailers offer a service like this to their customers. I think this is a really innovative way of spicing up the shopping experience. 


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