Macy’s is in the news – and it’s not good news. It was reported on Wednesday that Macy’s is closing 68 stores and cutting more than 10,000 jobs. In one related article, Mark Cohen, a professor at Columbia Business School, said that Macy’s – and its competitors in the bricks-and-mortar
An observation: While employees consistently execute the mandatory job functions (duties/tasks) for which they are paid, they inconsistently demonstrate the voluntary job essence (service behaviors) for which there is little or no additional cost to the employer. Why do you suppose that is? Possibly it’s because their duties and tasks
This is the second post in a series that will explore a set of questions I received from participants during a recent webinar on the topic of customer service. Question: In many CS organizations, agents are bound by policies, procedures, and access restrictions. This limits an agent’s ability to “wow”
Last night, my 10-year-old son, Cooper, and I swung by Park Meadows Shopping Center following his basketball practice in order to purchase an umbrella as a gift for a colleague who is relocating from Denver to New York City. (Having lived there myself, I know the value of a decent
Note to reader: Even I’m tired of reading about Nordstrom’s customer service, but there’s a reason its service is heralded. I recently stopped by the baby department at Nordstrom to pick up a gift for a colleague whose wife is expecting a baby boy. After considering the selection of newborn
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
My local Nordstrom recently sponsored a Kids Shoe Tying Class where children worked one-on-one with a shoe department associate to learn the “secret trick” to tying a shoe. Afterward, children received a “Real Knotty Behavior” certificate and a balloon to recognize their newly acquired skill. This event illustrates seven simple
This post is the second in a series that will identify 10 different customer service advantages that have emerged from my analysis of customer satisfaction data. Maybe you have capitalized on one or more of these advantages in your own business? The second advantage is to offer sincere and specific
Have you ever wondered what the difference is between an exceptional customer service provider, like Nordstrom, and a typical service provider, like Toys”R”Us? First, consider what the two have in common: Both are retailers with physical stores as well as a web-based store Both distribute merchandise catalogs to a mailing
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