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The Ticket: Discover the Future of Customer Service, Support, and Experience, with Intercom
The Nordstrom Way: Embracing change in customer service
Sep 25, 2024
Robert Spector, author of The Century-Old Startup and expert on Nordstrom's renowned customer service, shares insights with Declan Ivory, VP of Customer Support at Intercom. They discuss Nordstrom's startup mentality and how adaptability fuels its innovation. The conversation highlights the significance of omni-channel experiences and the integration of AI for personalized interactions. Spector also delves into the company's commitment to social responsibility, emphasizing how values can deepen customer loyalty and engagement in today's digital age.
28:46
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Quick takeaways
- Nordstrom's culture empowers employees to prioritize customer satisfaction by proactively solving problems and exceeding expectations, fostering long-lasting client relationships.
- Flexibility and open communication, especially during challenges like the pandemic, enable Nordstrom to quickly adapt and meet evolving customer needs effectively.
Deep dives
Empowerment Through Customer Service
Nordstrom's emphasis on making customers feel good is rooted in a culture of empowerment that encourages employees to proactively solve problems and prioritize customer satisfaction. The company fosters an environment where staff members feel authorized to exceed expectations and act in the best interest of customers. This principle has been a core aspect of Nordstrom's business model since its inception, aiming to cultivate long-lasting relationships with clientele by prioritizing their needs and desires. By maintaining this focus over its 120 years of operation, Nordstrom has set itself apart from competitors who may prioritize sales over service.
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Discover
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Listen to the best highlights from the podcasts you love and dive into the full episode