Training consumers? A response to critics of the same-day mobile hotel offer strategy
Tailored apps that offer a more thoughtful, nuanced Nordstrom Rack model of seizing the mobile opportunity exist and offer a safe alternative for hotels.
NB: This is a guest article by Jared Simon, chief operating officer and co-founder of HotelTonight.
By the end of 2012, venerable American retailer Nordstrom was operating more discount Nordstrom Racks than flagship department stores.
With its hard-earned reputation for customer service and high quality inventory, this might seem an odd strategy. However, Nordstrom recognized early on that customers aren’t robots; the same customer will have different needs and desires at different times.