Hi, I’m Pete Nordstrom, and I'm the host of The Nordy Pod, a new podcast coming to you from the 6th floor of Nordstrom corporate headquarters in Seattle, Washington. In addition to hosting this podcast, I also happen to be the president of Nordstrom. And along with my brother Erik, CEO, and my cousin Jamie, President of Stores, we're the fourth-generation stewards of this business started by my great grandfather in 1901.
My Nordstrom journey began when I was 12 years old with my first job working in the stockroom. And along the way, I’ve met so many incredible people, from iconic artists and CEOs to cultural and community leaders and fashion entrepreneurs—as well as many of our thousands of employees and millions of customers.
One thing I've found helpful in running a company and hosting a podcast is the importance of having a strong sense of curiosity. Over the years, I’ve found myself in some very interesting conversations with people I greatly admire. These cumulative experiences have really enriched my life, and with The Nordy Pod, I'm excited to have the opportunity to share both professional and personal experiences with you.
So join me on a journey as I take you deep into a business that also happens to be a public company. You'll go behind the scenes with me and hear firsthand exactly what I do in my day job, warts and all, in the hopes of making a human connection with every episode.
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Hi, I’m Pete Nordstrom, and I'm the host of The Nordy Pod, a new podcast coming to you from the 6th floor of Nordstrom corporate headquarters in Seattle, Washington. In addition to hosting this podcast, I also happen to be the president of Nordstrom. And along with my brother Erik, CEO, and my cousin Jamie, President of Stores, we're the fourth-generation stewards of this business started by my great grandfather in 1901.
My Nordstrom journey began when I was 12 years old with my first job working in the stockroom. And along the way, I’ve met so many incredible people, from iconic artists and CEOs to cultural and community leaders and fashion entrepreneurs—as well as many of our thousands of employees and millions of customers.
One thing I've found helpful in running a company and hosting a podcast is the importance of having a strong sense of curiosity. Over the years, I’ve found myself in some very interesting conversations with people I greatly admire. These cumulative experiences have really enriched my life, and with The Nordy Pod, I'm excited to have the opportunity to share both professional and personal experiences with you.
So join me on a journey as I take you deep into a business that also happens to be a public company. You'll go behind the scenes with me and hear firsthand exactly what I do in my day job, warts and all, in the hopes of making a human connection with every episode.
Ep 95. The Imperfect Retailer & The Quest to Improve Customer Service
The Nordy Pod
54 minutes 40 seconds
1 month ago
Ep 95. The Imperfect Retailer & The Quest to Improve Customer Service
What is Nordstrom's number-one goal? If you're a Nordstrom employee you'd better know the answer, because it's pretty much the first thing that we ask at every state-of-the-company meeting. Invariably when we single out our newer crew members we'll get a mixed bag of pretty good answers. But the truth is, there is only one answer—which is to improve customer service. And it's that word "improve" that we're really focusing in on today.
Customer service is our single most important characteristic and the foundation of our whole reputation. But here's the rub: with that shining reputation comes incredibly high expectations. Expectations that rest on the shoulders of each and every person that works at our company, from our salespeople to our store managers, from regional managers all the way up to our executive team. And though we do get a lot of really great feedback about our people stepping up and making somebody's day, we also get our fair share of negative remarks. Times when we've fallen short. When the customer experience doesn't live up to our reputation and the customer's expectations.
And yet, it's in those failures—the imperfect moments—that we often find the most meaningful lessons.
In this episode we're joined by a series of Nordstrom leaders who know full well the critical importance of continuously reigniting these conversations around our service culture. You'll hear from Co-CEO Erik Nordstrom and Chief Merchandising Officer Jamie Nordstrom, as well as three store managers: Brandon Gross, Stephany Pierce and Ted Reed. You'll also hear from our Vice President General Manager in charge of Nordstrom New York, Chris Wanlass.
Listen in to their stories of missteps and mistakes, of moments when our service wasn't exactly what it should have been, and how those moments became turning points and reminders that humility is not at all a weakness, but our greatest strength.
Thanks for tuning in to episode 95. We hope you enjoy it!
Did you know that YOU can be on The Nordy Pod? This show isn't just a one-way conversation. We want to hear about what Nordstrom looks like through your eyes. Share your Nordstrom experience, good or bad, by giving us a call and leaving a voicemail at 206.594.0526, or send an email to nordypodcast@nordstrom.com to be a part of the conversation! And be sure to follow us on Instagram @thenordypod to stay up to date on new episodes, announcements and more.
The Nordy Pod
Hi, I’m Pete Nordstrom, and I'm the host of The Nordy Pod, a new podcast coming to you from the 6th floor of Nordstrom corporate headquarters in Seattle, Washington. In addition to hosting this podcast, I also happen to be the president of Nordstrom. And along with my brother Erik, CEO, and my cousin Jamie, President of Stores, we're the fourth-generation stewards of this business started by my great grandfather in 1901.
My Nordstrom journey began when I was 12 years old with my first job working in the stockroom. And along the way, I’ve met so many incredible people, from iconic artists and CEOs to cultural and community leaders and fashion entrepreneurs—as well as many of our thousands of employees and millions of customers.
One thing I've found helpful in running a company and hosting a podcast is the importance of having a strong sense of curiosity. Over the years, I’ve found myself in some very interesting conversations with people I greatly admire. These cumulative experiences have really enriched my life, and with The Nordy Pod, I'm excited to have the opportunity to share both professional and personal experiences with you.
So join me on a journey as I take you deep into a business that also happens to be a public company. You'll go behind the scenes with me and hear firsthand exactly what I do in my day job, warts and all, in the hopes of making a human connection with every episode.
