How Nordstrom Became the Fastest Retailer for Customer Service
Nordstrom, Inc. the leading North American fashion retailer offering compelling clothing, shoes and accessories for men, women and kids. Since 1901, they’ve been committed to providing customers with the best possible service, and to improving it every day. This commitment has served Nordstrom well, seeing the North American retail giant gain a long standing reputation for outstanding customer service and longevity as a leading retail powerhouse.
Fashion changes. Shopping changes. Our commitment to happy customers doesn’t — Nordstrom.com
For a brand steeped in American retail history, Nordstrom have had to evolve their approach to the customer experience across a history spanning over 100 years.
Mass media innovation has always been a central driving force behind the evolution of consumer retail.
Since the turn of the 20th century retailers have captured the eyes and ears of consumers via mail order catalogue, pre-war radio, credit cards, and a baby boomer generation reared on television.
It wasn’t until the introduction of the personal computer, dial-up modems, and the first internet shopping websites, that traditional retailers started to feel the early signs of a new digital awakening. Consumers could now browse online and purchase goods from the comfort of their computer screens, instead of taking a trip to the mall.
With the turn of a new century, and in just under two decades, technology has accelerated conveniently into the hands of the consumer.
Today, retailers must recognise that to compete and win the loyalty of customers in a challenging and changing climate they must now meet customers where they are at, and deliver modernized, fast and engaging digital experiences via the devices and platforms of their choice.
Operating a single handle for both marketing and customer service, with a over 746k followers, Nordstrom are not only meeting customers where they are at, but are leading for modernized social media messaging service.
In our most recent global retail report, the Nordstrom team clocked up a lightening fast 2 min first response time for their customers on Twitter, bestowing the team as the fastest retailer for customer service on the HelpHandles Retail Index
Continuing our focus on retail this summer, we take an in-depth and up-to-date look at how the Nordstrom social support team performed throughout June 2019.
Track Nordstrom on HelpHandles.com
First Response Time
Over the month of June, the Nordstrom social media team spoiled their customers to an outrageously fast 2 min first response on Twitter…
Inbound Mention Volume
The Nordstrom social media team received a total of 2,456 public mentions to their handle in June, placing them in the top 10% of brands on HelpHandles.com
Response Rate
…and responded to 20% (491) mentions to their handle…
Responses under 30mins
…of which 481 (98%) of those responses were made quickly in under 30 mins….
Top Hashtags
Most popular hashtags were reflective of Nordstrom’s evolving approach to customer service, digital transformation and the build up to their popular annual anniversary sale…
Sentiment
The Nordstrom social media team deservedly achieved +17 sentiment score on HelpHandles.com throughout June, delighting customers and receiving fantastic feedback in the real time conversations they had with customers…
Conclusion
Building a brand synonymous for superior customer service doesn’t happen overnight, and similarly investing in a digital transformation programme is a long term investment for any company.
Nordstrom are a great example of a company who are not focused on a quick buck, and are instead building on their heritage of being a customer centric organisation and adapting to the demands of a changing retail landscape.
With the opening of a new flagship megastore in the heart of New York this October, Nordstrom are committed to delivering the best experiences for customers both physically and also digitally on popular social media messaging channels, while continuing to uphold a reputation based on longevity, delivering a consistent commitment to customer experience.
“We’re not looking to do business in New York over the next four quarters, we’re looking to do business there for the next 50 to 100 years.’’ — Jamie Nordstrom
Never before has their been a more challenging time for retailers. With a retail apocalypse leaving many well known retail brands by the wayside, the survivors face an innovate or die situation, playing catch-up to meet customers where they are, and on their own devices and channels of choice.
With a strong belief that retail fashion is a business of optimism, Nordstrom continue to create and deliver new opportunities to serve more customers in more ways, with fresh, relevant retail experiences, and the Nordstrom social media team are central to ensuring that customers receive fast, and engaging service on social messaging channels and deservedly lead the way as the fastest retailer for customer service on HelpHandles.com and for that we salute them! 🇺🇸
Congratulations!
