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This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   
  1. How does Nordstrom balance tradition and innovation to stay relevant? 
  2. How does a successful company prioritize social responsibility in its operations and community engagement? 
  3. In what ways can businesses maintain strong connections with their customers in an increasingly digital world? 
  4. How does social responsibility impact customer loyalty? 
  5. How does an organization instill a culture of empowerment and trust to enhance the customer experience?

Top Takeaways


“Ultimately, it’s about how your decisions positively impact the customer, not just the company.”  “Who trains good employees? Their parents. We hire good people with good values who understand how to care for others.”  “Change is part of life. If you are standing still, you are falling behind. Make how you can positively impact the customer your driving force to move ahead.”  “To stay in business, be flexible and comfortable with transformation. If you want to survive, you have to constantly ask yourself, what’s next? What can we do to enhance the customer experience?” 


Robert Spector is an international keynote speaker, thought leader, and best-selling author. His book, The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture, has become a business classic. His latest book, The Century Old Startup: The Nordstrom Way of Embracing Change, Challenges, and a Culture of Customer Service, is available now.  Shep Hyken a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.

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