Pampering at The Local

Pampering at The Local

October 4, 2017

Article Title: Nordstrom Is the First Retailer That Actually Understands What We Want

Author of Article: Thomaï Serdari

Date of article: September 15, 2017

Source URL:

Nordstrom Local is a new concept in personalized retailing developed by Nordstrom to address multiple customer pain points. Rather than selling clothes, the Local (the first location is in Los Angeles) provides personal stylists to help pull together outfits for customers to try on while getting a manicure and enjoying drinks in the in-store bar.  Tailors are on-site to make alternations.  Clothing and other merchandise can be purchased through any retail channel with convenient pickups and returns at the Local.

For Nordstrom Local to be successful, its retail operations must focus on delivering “fabulousness” to its customers instead of a transactional point of sale experience.

Discussion Questions
1. What are the challenges of retail operations in today’s business environment? How is Nordstrom responding to these challenges?

Guidance: Topics might include competition from e-tailers, inability to make rapid changes in response to changing customer wants and needs, the need to build loyalty to the brand and a relationship with customers.

2. Explain the importance of a ‘people focus’ Continue reading