AEI 2015 - Agent Before Association: Customer Service The Nordstrom Way
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Nordstrom is known for its legendary customer service. As such, it serves as an exemplary model for how associations can out members' needs and wants first. This approach can help to build long-term relationships and loyalty. When associations view the member as a customer, associations can rethink their missions and continue to prove - and improve - the value of membership.
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AEI 2015 - Agent Before Association: Customer Service The Nordstrom Way
- 1. AGENT BEFORE ASSOCIATION Providing Service the Nordstrom Way Maura Neill, CRS, ABR, CDPE, e-PRO, MRP, REALTOR® ©2015 Maura Neill
- 3. “The only thing we have going for us is the way we take care of our customers.” ~ John Nordstrom, on what sets Nordstrom apart from the competition
- 9. The Best Policy Ever!
- 11. Nordstrom: Heroics Photo credit: freedigitalphotos.net
- 12. What Do We Reward… vs. What Really Matters?
- 13. MORE OF THIS!
- 14. Small gestures?
- 15. CREATE AN UNFORGETTABLE CUSTOMER EXPERIENCE 3.
- 16. The Experience
- 17. Great Service… - Inspires loyalty - Creates longer relationships - Furthers mutual respect and admiration - Fosters certainly that investment is worthwhile - Makes the recipient feel valued, important, satisfied, cared for, appreciated, and encouraged
- 18. The “We” Experience “The more information I have…the better I can serve the customer…This isn’t just my deal. It’s not an “I” experience; it’s a “we” experience. ~ Patrick McCarthy – top Nordstrom sales associate, 15 consecutive years Photo credit: freedigitalphotos.net
- 19. ASK & LISTEN 4.
- 20. Proving the Difference Photo credit: freedigitalphotos.net Reach Out To Those Who Don’t Reach Out Themselves
- 21. - Communication - Quality of programs/education - Inclusiveness (make efforts to involve new/more members) - Improve technology - Foster feeling of transparency - Staff attitude Room for Improvement - Create opportunities for Gen-Y involvement - Make members feel like membership is valued - Prompt attention to issues/problems - Massage chairs
- 23. Proving the Difference Photo credit: freedigitalphotos.net
- 24. Values > Value
- 25. How do you improve these experiences?
- 26. THE GOOD NEWS!
- 27. WHY IT ALL MATTERS
- 28. Why Does It Matter? People. Photo credit: freedigitalphotos.net
- 29. I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them ~ Maya Angelou feel.
Editor's Notes
- How much do you think about the customer experience when YOU are the customer?
- How much do you think about the customer experience when YOU are the customer?
- Nordstrom recognizes its employees “Heroics” through a Weekly V.I.P. Club and Employee of the Month. Heroics are described as employees who go above and beyond for the customer – not just for employee sales performance and commission earning. EXAMPLES. However, for us, as mostly independent contractors who frequently work alone or on small teams (at least much smaller than a giant department store), when do we have opportunities for heroics?
- How much do you think about the customer experience when YOU are the customer?
- Beginning in the late 1970s, Nordstrom began renovating their stores to create a more inviting experience. They widened the aisles, changed the lighting, designed departments based on the lifestyles of those who shopped there and gave those departments their own unique décor and feel, added coffee shops and restaurants, made fitting rooms larger and improved the lighting, even featured the works of local artists, live music, and The goal was a feeling of utmost convenience and openness, to attract the customer to linger longer and, therefore, buy more.
- How much do you think about the customer experience when YOU are the customer?
- How much do you think about the customer experience when YOU are the customer?