How Nordstrom Made Its Brand Synonymous With Customer Service
How Nordstrom Made Its Brand Synonymous With Customer Service (and How You Can Too) http://www.shopify.com.au/blog/15517012-how-nordstrom-made-its-brand-synonymous-with-customer-service-and-how-you-can-too
Humayun Khan Oct 2, 2014
Ask anyone in the retail industry what the first words are that come to their mind when they think of Nordstrom, and they'll immediately tell you "customer service."
Making your brand synonymous with a catch-all phrase that's too often simply thrown around in retail doesn't happen overnight.
In fact, its taken the upscale fashion retailer 115 years of complete dedication to creating the finest shopping experience to build such a reputation.
There's even an entire book dedicated to distilling their unique formula, rightfully titled, "The Nordstrom Way to Customer Service Excellence," along with several articles in top tier business publications trying to do the same.
So, why might you as a small business owner want to take a page from their book when it comes to customer service in your own stores?
Simple, not only will you build better relationships with customers that result in greater brand loyalty, repeat sales, and lower marketing costs, but you'll build a workplace which attracts talented people who will stand behind your brand.
Sound intriguing enough? Let's dive in.
The Devil Is In The Details
Nordstrom's exceptional customer service comes primarily as a result of two main components, firstly their attention to detail when it comes to the customer experience and secondly, the level to which they empower their employees.
These two factors in tandem create an unstoppable customer service engine that continues to create stories that turn into legends, some of which I've included below.
But what is it about the way Nordstrom operates its stores that set it apart from all the other major retailers?
Someone asked this question on Quora and got an impeccable response from a former employee Ambra Benjamin, who gives just enough
Humayun Khan Oct 2, 2014
Ask anyone in the retail industry what the first words are that come to their mind when they think of Nordstrom, and they'll immediately tell you "customer service."
Making your brand synonymous with a catch-all phrase that's too often simply thrown around in retail doesn't happen overnight.
In fact, its taken the upscale fashion retailer 115 years of complete dedication to creating the finest shopping experience to build such a reputation.
There's even an entire book dedicated to distilling their unique formula, rightfully titled, "The Nordstrom Way to Customer Service Excellence," along with several articles in top tier business publications trying to do the same.
So, why might you as a small business owner want to take a page from their book when it comes to customer service in your own stores?
Simple, not only will you build better relationships with customers that result in greater brand loyalty, repeat sales, and lower marketing costs, but you'll build a workplace which attracts talented people who will stand behind your brand.
Sound intriguing enough? Let's dive in.
The Devil Is In The Details
Nordstrom's exceptional customer service comes primarily as a result of two main components, firstly their attention to detail when it comes to the customer experience and secondly, the level to which they empower their employees.
These two factors in tandem create an unstoppable customer service engine that continues to create stories that turn into legends, some of which I've included below.
But what is it about the way Nordstrom operates its stores that set it apart from all the other major retailers?
Someone asked this question on Quora and got an impeccable response from a former employee Ambra Benjamin, who gives just enough