How would you like to be the Nordstrom of your industry? Well stay tuned and you’ll learn tips to help you do just that!
Shep Hyken interviews Robert Spector, author of The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture.
Shep and Robert discuss the impact Nordstrom’s values and culture have on their customer and employee experience. Robert shares a bit about the history of Nordstrom – like the facts they have been around 116 years – they’ve survived two world wars, made it through The Great Depression, and more. Nordstrom sets a standard above the rest by making trust their number one value and by constantly innovating and adapting to the changing consumer buying habits. This is all about customer service and creating a customer-focused culture that makes customers want to come back again and again!
Robert Spector is and author, teacher, co-founder of RSI consultancy and the co-author of The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture.
Shep Hyken is a customer service and experience expert, “New York Times” best-selling author, award-winning keynote speaker, and your host of Amazing Business Radio.
“If it’s not helping the customer, it’s not customer service.” – Robert Spector
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
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