https://blog.thomas-bray.com/tags/culture/Recent content in Culture on Rabid CuriosityHugoen-usThomas BrayTue, 17 Mar 2026 09:45:00 -0500https://blog.thomas-bray.com/posts/customer-service-and-the-nordstrom-way/Tue, 17 Mar 2026 09:45:00 -0500https://blog.thomas-bray.com/posts/customer-service-and-the-nordstrom-way/<h2 id="introduction">Introduction</h2> <p>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.</p>