Episode 190: Nordstrom's The 123 year-old Startup

Nordstrom’s core mission is to make customers feel good and look their best. And the retailer is legendary for listening to the customer and delivering customer service that “is not defined by us based on our legacy practices. It’s defined by customers. The customer is still the best filter we have for every business decision we make," according to Pete Nordstrom. Two industry giants, Bob Spector, and Paco Underhill, join Robin and Shelley as they discuss how Nordstrom’s culture that is focused on the customer experience has been maintained over the course of 123 years … and counting. They discuss the role of technology in enhancing the customer experience and how to combine high touch with high tech. Don’t miss this fascinating look at the inside story and backstory on one of America’s most beloved retail brands. Special GuestsRobert Spector, Author, The Century Old Startup: The Nordstrom Way of Embracing Change, Challenges, and a Culture of Customer ServicePaco Underhill, Author, Why We Buy, Call of the Mall, What Women Want, and How We Eat For more strategic insights and compelling content, visit TheRobinReport.com, where you can read, watch, and listen to content from Robin Lewis and other retail industry experts, and be sure to follow us on LinkedIn and Twitter.