My presentations are built around the Nine Management Principles of customer service that have made Nordstrom the gold standard for customer service, and an inspiration to companies and organizations in every walk of life. You will learn how Nordstrom:
- creates, maintains, encourages, and nurtures a 55,000‐employee culture that is 100‐percent committed to serving the customer.
- transfers this culture as it expands throughout the U.S.
- values the nobility of customer service and encourages employees to become other‐centered rather than self‐centered.
- empowers its entrepreneurial employees to take customer service to new heights.
- serves as a model of employee empowerment that can be emulated by any organization with the desire to change.
While the presentation is built around Nordstrom, I also include insights and examples from other companies that I have written about in my books: Amazon.com from Amazon.com: Get Big Fast; Starbucks from Category Killers: The Retail Revolution and Its Impact on Consumer Culture; and Recreational Equipment, Inc. from Anytime, Anywhere: How the Best Bricks-and‐Clicks Businesses Deliver Seamless Service to Their Customers.
I also incorporate ideas of customer service from the small, independent businesses that I profile in The Mom & Pop Store: True Stories from the Heart of America. Bruce Nordstrom, chairman emeritus of Nordstrom, has said, "Every business lesson my dad ever taught me was built around the idea of treasuring every single customer. The resourceful entrepreneurs you'll meet in this captivating book live by that simple, but powerful, idea."
How to Become the Nordstrom of Your Industry
The Nine Management Principles of America's #1 Customer Service Company
Component I: Romancing Your Customer
1. Create an inviting place–in person, online and on the phone.
2. Provide your customers with choices– of products, services, and service channels.
3. Sell the relationship: Service your customers through the products and services you offer.
Component II: Energizing Your Employees
4. Hire nice, motivated people.
5. Empower employees to take ownership.
6. Sustain the people on the frontlines through a culture of support and mentoring.
Component III: Building Your Customer Service Culture
7. Celebrate company heroes through recognition and praise.
8. Advocate teamwork through internal customer service.
9. Commit 100% to customer service.
Webinars: This program is also available to your organization in the form of a Webinar.
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