I was recently invited to contribute to CX Factor, a web series hosted by Mark Fidelman, CEO of Fanatics Media, that shines a spotlight on world-class brands known for delivering smarter, superior experiences to today’s modern, connected customers. The episode in which I participated featured Sunil Bhardwaj, SVP, technology, platform, and
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
The other day at Kohl’s department store, I observed three separate customers pull into and then immediately back out of one of two parking spaces located near the store entrance. While both spaces were available, they had been reserved to accommodate the store’s Super Stars of the Month. In each
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