Case Study: Nordstrom achieves increased sales and personalized shopping with Twilio SMS & MMS

Nordstrom - Customer Case Study

Nordstrom, the nearly 300‑store American fashion retailer founded in 1901, faced shifting customer expectations as more shoppers wanted private, convenient ways to communicate with sales associates—about a third preferred texting. The company needed a secure, personalized channel that kept its high standard of service.

Nordstrom built NEXT on Twilio Programmable SMS and MMS, integrating with backend systems so salespeople could privately text customers, send photos, alert them when items arrive, and invite them to events. The solution boosted sales and customer engagement, improved personalization, and drove further investment in mobile communications.

Nordstrom

JB Brown

Senior Director of Mobile App Delivery