Customer Service and The Nordstrom Way
Introduction Nordstrom built a reputation on a simple idea: give employees the authority to do whatever it takes to make the customer happy. The famous employee handbook was one rule: use good judgment. This is either a profound insight into organizational culture or a naive fantasy, depending on what you believe about how people behave at work. This post takes the Nordstrom model seriously as a lens for thinking about service, culture, and what organizations actually incentivize. ...