Nordstrom

While Nordstrom has been investing in its brick-and-mortar locations, the luxury retailer has also extended its resources to mobile and email, coming in with near-perfect scores in both categories. The brand — which owns big names like HauteLook, Trunk Club and Jeffrey Boutique — jumped six spots on this year’s Index and recently launched a new online shopping category called ‘Sustainable Style,’ which offers more than 2,000 products for eco-conscious consumers. Nordstrom strikes the best balance between traditional and modern CX on the Index. The Nordy Club loyalty program provides a well-balanced fusion between the two with digital and real-life rewards like at-home stylists, curbside pickup and free alterations. Nordstrom’s digital personalization provides a first-class recommendation engine with ‘more looks for you’ suggestions and great deals on popular items straight to a shopper’s inbox, complete with name, products and loyalty-point personalization.