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

Robert Spector is the author of The Nordstrom Way, a book which dissects how the company&rsquo;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.
&nbsp;
Resources mentioned: 
<ul>
<li><a href="https://www.amazon.com/Nordstrom-Customer-Experience-Excellence-Values-Driven/dp/1119375355/)">The Nordstrom Way</a> (book), by Robert Spector</li>
<li><a href="http://robertspector.com/">Robert Spector</a> (website)</li>
</ul>
&nbsp;
Key takeaways (starts at 22:37):
<ol>
<li style="font-weight: 400;">Start with the customer and work backwards.</li>
<li style="font-weight: 400;">Culture can keep your business thriving.</li>
<li style="font-weight: 400;">Have a laser focus on service.</li>
<li style="font-weight: 400;">Remember that every customer is precious.</li>
</ol>

Wavelength Creative

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt — the market leader in 'on the spot'​ customer feedback.

We reveal the secrets of how great brands delight their customers. Forget the fluff and industry jargon ... this show is jam-packed with useful CX tips, insights and practical advice from leading brands. Join us as we go behind-the-scenes to discover how brands like Disney, Pandora, Optus and Country Road build experiences customers love. Produced by RateIt &mdash; the market leader in 'on the spot'​ customer feedback.

We reveal the secrets of how great brands delight their customers.

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