Nordstrom: 123 Years of Startup Mentality & Customer-Centric Innovation
Forbes•3 months ago•
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Nordstrom: 123 Years of Startup Mentality & Customer-Centric Innovation

nordstrom
startup
customerservice
retail
innovation

Summary:

  • Nordstrom, with a 123 year history, has a startup mentality that embraces change, challenges, and a culture of customer service.

  • The company's legendary rule - Use good judgment - empowers employees to make customer-focused decisions.

  • Nordstrom emphasizes sharing stories of exceptional customer service, inspiring employees to go above and beyond.

  • Nordstrom understands the importance of supporting social causes and respecting diverse values and perspectives.

  • The company embraces technology with a 'try it, if it works, great, if not, move on' approach, while maintaining its focus on customer service.

  • Nordstrom constantly evolves to meet changing customer needs, while always focusing on providing an exceptional customer experience.

Nordstrom: A Century-Old Startup

Nordstrom, with a rich history spanning 123 years, has weathered countless economic storms and remained a retail powerhouse. Its secret? A startup mentality that embraces change, challenges, and a culture of customer service.

Key Takeaways:

  • The Nordstrom Handbook: The company's legendary rule - Use good judgment - empowers employees to make customer-focused decisions.
  • Customer-Centric Training: Nordstrom emphasizes sharing stories of exceptional customer service, inspiring employees to go above and beyond.
  • Social Responsibility: Nordstrom understands the importance of supporting social causes and respecting diverse values and perspectives.
  • Embracing Technology: The company embraces technology with a 'try it, if it works, great, if not, move on' approach, while maintaining its focus on customer service.
  • Embrace Transformation: Nordstrom constantly evolves to meet changing customer needs, while always focusing on providing an exceptional customer experience.

The Power of Customer Relationships

Nordstrom recognizes the vital importance of customer relationships. Its unwavering commitment to exceptional customer service, sometimes exceeding expectations, has been the cornerstone of its longevity. As Robert Spector, Nordstrom expert, aptly states: "Ultimately, it's about how decisions positively impact the customer, not just the company."

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