Blog

Where to focus: product or customer?

Over the weekend I received an email from a New Zealand consultant who is working with a bus tour operator to transition from a product focus to a customer focus. For a bus tour operator, a product focus emphasizes the travel itinerary and mode of transportation for the current trip,

March 17, 2014

Customer service is everyone’s job

Yesterday, I brought merchandise returns from two different departments into Nordstrom. I entered the north entrance of the store on the second level and approached the nearest salesperson, Stacy, asking, “I have a couple of returns, including an online return. Should I take them to Customer Service on the third

January 25, 2013