Industry:Department + Marketplace
2017 Score:62
Company Filing:Public
Founded:1901

Nordstrom increased revenue and sales by 5% -- valuing the apparel retailer at a whopping $14 billion. Unlike other department stores, Nordstrom cares more about getting the right products in front of the right customer whereas others are still stuck on the traditional show-everything-to-everyone mentality. The brand prompts its first-time digital shoppers with a personalized quiz and then applies this data to the customer’s shopping experience on every channel. Brick-and-mortar locations access the data through mobile beacons, which signal when a nearby store stocks an item in a customer’s digital shopping cart. Staff can access customers’ online browsing data to enhance their highly personalized in-store shopping service. On the Nordstrom app, customers can check rewards and book reservations, as well as view the wish lists of friends and family. While Nordstrom doesn’t have a digital personal shopper, the ‘frequently bought together’ section feels like a personal shopping experience with thoughtfully curated selections and references to extensive and specific fit and size reviews.

2018 score: 75

Tied with:

JustFab

24/30
website
11/15
mobile
17/25
other

Why we love Nordstrom

Nordstrom’s website UX is truly best-in-class with a standout variety of recommendations. While Nordstrom doesn’t have a digital personal shopper, appearing just beneath products is a thoughtful complete-the-look style set of recommendations, even considering specific fit and sizing from customer reviews.
Website UX
Nordstrom’s mobile app is fully-loaded, with the ability to book store appointments, easily navigate thousands of SKUs, and a dedicated “For You” page featuring recommendations, cart reminders, and curated edits and content.
Mobile app
Nordstrom is renowned for its customer service that threads through digital properties. Nordstrom prompts its first-time digital shoppers with a personalized shopping quiz for men and women. Nordstrom then applies this data to a shopper’s experience across channels.
Customer onboarding

Why we love Nordstrom

Website UX

Nordstrom’s website UX is truly best-in-class with a standout variety of recommendations. While Nordstrom doesn’t have a digital personal shopper, appearing just beneath products is a thoughtful complete-the-look style set of recommendations, even considering specific fit and sizing from customer reviews.

Website UX

Mobile app

Nordstrom’s mobile app is fully-loaded, with the ability to book store appointments, easily navigate thousands of SKUs, and a dedicated “For You” page featuring recommendations, cart reminders, and curated edits and content.

Mobile app

Customer onboarding

Nordstrom is renowned for its customer service that threads through digital properties. Nordstrom prompts its first-time digital shoppers with a personalized shopping quiz for men and women. Nordstrom then applies this data to a shopper’s experience across channels.

Customer onboarding

How do you compare?