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TV Expert Interviews / Motivating Sales Teams / Mar 28, 2020 / Posted by Robert Spector / 4396

Nordstrom Way To Customer Experience (video)


The Seattle area is the customer service capital of the world. Building a business in Seattle means being customer-oriented. Nordstrom set the template for needing customer service. Many large companies like Amazon, Costco, and Starbucks have cited the Nordstrom guidelines for customer service as the baseline for their own customer service set up. Robert Spector explores Nordstrom’s way to customer service in this expert sales interview, hosted by John Golden.

This expert sales interview explores:

  • The importance of putting the customer first
  • How to create a culture centered around customer service
  • An example of exemplary customer service

Taking Care of the Customer:

The Nordstrom proposition is deceivingly simple. The proposition is: take care of the customer. It doesn’t sound so unique, does it? Many companies probably say that they aim to take care of their customer. But all too often, it’s just lip service, or it’s not executed at every level. Nordstrom does things differently. They think about the customer impact at every single level, be it a new marketing tactic, an initiative on the technology side, or training salespeople.

Creating Culture:

Customer service is part of Nordstrom’s DNA. At its origination, Nordstrom’s was only a shoe store. They started showing positive customer service by allowing returns without questions, stocking a wide variety of different products, and other traits that they have continued today, even 100+ years later, at their many stores all over the country.

What is Quality Customer Service?

Customer service is not just a smiling, friendly salesperson. It’s the person that you want to have a relationship with, someone who will let you know when your favorite designer or favorite label is back in stock, and someone who you will have an ongoing connection with.

Our Host

John is the Amazon bestselling author of Winning the Battle for Sales: Lessons on Closing Every Deal from the World’s Greatest Military Victories and Social Upheaval: How to Win at Social Selling. A globally acknowledged Sales & Marketing thought leader, speaker, and strategist, he has conducted over 1500 video interviews of thought leaders for Sales POP! online sales magazine & YouTube Channel and for audio podcast channels where Sales POP! is rated in the top 2% of most popular shows out of 3,320,580 podcasts globally, ranked by Listen Score. He is CSMO at Pipeliner CRM. In his spare time, John is an avid Martial Artist.

About Author

Robert Spector is a best-selling author and international speaker…not bad for a guy from Perth Amboy. He’s known for his engaging business stories, sprinkled with humor and useful takeaways. Robert’s job (and joy) is sharing what he’s learned about customer experience and employee experience with people just like you—through amusing keynotes and fun collaborative breakout sessions.

Author's Publications on Amazon

In "Anytime, Anywhere" best-selling author Robert Spector showcases the pioneering efforts of companies that never stopped focusing on the customer, and that are now gobbling up market share by combining the best of both physical and virtual worlds.
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Explores the rise of retail's reigning disruptor: retailers who seek to dominate a distinct classification of the merchandise and wipe out the competition. Based on decades of research and investigative reporting. Recounts how some retailers have profoundly altered cultural and economic factors.
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The fully revised and updated edition of the classic book about Nordstrom's extraordinary customer service In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values…
Buy on Amazon

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