Robert Spector is the author of The Nordstrom Way, a book which dissects how the company’s intense focus on the customer allows them to survive and thrive when other stores have failed. In this episode Robert will share the secrets from his interviews with three generations of the Nordstrom family, giving you practical tips to keep your customers coming back.

Resources mentioned:

• The Nordstrom Way (book), by Robert Spector
• Robert Spector (website)

Key takeaways (starts at 22:37):

1. Start with the customer and work backwards.
2. Culture can keep your business thriving.
3. Have a laser focus on service.
4. Remember that every customer is precious.