Nordstrom: "Front Desk + Background" To Achieve "Online + Offline" Integration

As the core of the whole channel strategy, the immediate, pparent and accurate inventory system is the core of all, which is also an important factor in many retailers who call themselves the "full channel strategy".

In this regard, he spent a lot of money on technology.

Since 2013, in a discount store, North link has added a new function to its mobile mobile settlement device: "search, send out."

A sales representative can retrieve stock of a particular commodity in dozens of discount stores through equipment, help customers place orders, and send merchandise directly from other stores to the addresses provided by customers.

By the end of 2013, its official website

Sales generated by.Com amounted to 13% of total sales. In the same year, North Stone increased 30% of consumers' online choice, and consumers could buy it directly and send it by direct mail.

For the north, the pparent inventory system can meet the needs of the system settings are derived from the background innovation, and requires considerable investment; in fact, there are some front desk service design to enhance the customer's full channel experience.

From early on, North began to build its image in social media. At present, its fans on all kinds of mainstream social media have already exceeded 5 million. It is precisely for these customers that he has made a "online offline integration" through an extremely simple way.

First,

Putting products on various social media, such as Pinterest, Instagram, etc., and then there will be a lot of fans who will "praise", write comments and write their experiences. At that time, they choose the products that are "very popular" and put a label of "P" or "I" on the relevant products. Customers do not need to check their phones.

For customers, commodities and reviews are already used to all kinds of websites, so retailers must seize this point, not just providing customers with various discount coupons through mobile networks.

It can be seen that tradition

The core is raising the unit price.

But today, with the high homogenization of commodities, it is almost impossible to raise the price per passenger.

However, a good answer to the question is to provide customers with the best service and make customers and customer representatives friends.

No one believes salesmen, but all of us are willing to trust their friends. If we turn our customer representatives into friends, this is the biggest feature of service.

While maintaining the high-end customers, Nordstrom did not forget to develop new customers, that is, through the discount stores to attract customers from 80 to 90, they are not only the core of the future consumption of enterprises, but also bring huge profits to Nordstrom at this stage.

In the whole channel and O2O, North Stone is the most important visual inventory system, which is the cornerstone of the whole retail business in the whole channel strategy: only when the inventory is visualized at any time and anywhere, can the purchase and distribution of the whole channel be truly realized.