Acceptance of Average
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
January 8, 2017
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Incorporate essence into function
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)
December 11, 2014
Purpose, not policies, determines service quality
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
February 12, 2014
The power of the frontline
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
April 25, 2013
Unique knowledge adds value
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
February 1, 2013
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
January 25, 2013
Nordstrom is on the “Knotty” List
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
November 26, 2012
Offer sincere and specific compliments
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
February 22, 2012
Where do you think you are? Nordstrom?
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
December 15, 2010
