Nordstom on Twitter

Hello All!

Nordstrom is one of my new follows, on twitter, of the week. The department store offers a wide variety of products from men and women's apparel, to shoes, makeup and even food.

Nordstrom uses their Twitter account, ran by three employees, in many ways. First, they use it as a promotion tool. Earlier this week they tweeted about TOMS, a shoe company that gives a free pair of shoes to a person in need for every shoe that someone purchases. They promote new products, current and future sales as well as fashion trends.

Nordstrom also uses their Twitter as a form of a customer service line. Sometimes, when customers are happy with in-store experiences or online purchases, they will tweet about it. Lily, Katie and Shauna (Nordstrom's Twitter employees) take the time to thank the customers for choosing to shop at Norstrom. This is a great way to make customers feel appreciated. However, they also deal with unhappy customers. When customers have a poor in-store experience or are unhappy with their online purchases, they are able to tweet as well. This "bad" promotion needs to be dealt with efficiently. Because of Twitter, Nordstrom is able to communicate with these customers, quickly. They reply to the person's tweet, and often request the upset customer to direct message them with their contact information, so they gather more information and help make the customer feel better. These tweets and direct messages on Twitter can keep customers coming back to Nordstrom for their shopping needs.

Inefficient use of social media by companies is still common. When a company makes Twitter, Facebook and other social media accounts, it is important for the company to manage, update, and interact on the platforms. Improper use of social media can often be worse than not suing social media at all. After checking out Nordstrom's Twitter page, one can see that they are not in this group. They are very open about their stores and communicate with all types of customers and discuss their experience.

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<3Kendra