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.
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
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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
28. Why Does It Matter?
People.
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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.
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?