What exactly makes Nordstrom’s customer service truly legendary?

Join Stacy Sherman and retail expert Robert Spector as they reveal the simple, repeatable tactics behind Nordstrom’s success. You’ll learn how they turn employees into brand ambassadors, build lasting customer relationships, and seamlessly blend digital with in-store experiences.

Discover the specific strategies that set them apart, from personalizing service at scale to using AI without losing the human touch. Plus, gain actionable insights on measuring CX effectively to win customer trust, drive loyalty, and boost sales.

Key Questions Explored:

• How does Nordstrom create a culture of customer obsession that drives loyalty?
• Why is empowering employees the key to building long-term customer relationships?
• How can businesses ensure digital experiences match their in-store quality?
• What role does storytelling play in creating emotional connections with customers?
• How do leaders create a customer-first culture that sustains success?

Valuable Insights Shared:

Doing CX Right means giving employees the autonomy and tools to build trust, personalize service, and create memorable experiences—not just complete transactions. Nordstrom thrives because it puts people before policies.

Key Topics Discussed:

• The Nordstrom Way – Why service excellence starts with empowered employees
• Personalization vs. Automation – Why human connection beats AI-driven convenience
• Storytelling in CX – How great brands create emotional connections
• Retail Evolution – What businesses must do to stay relevant in a changing landscape
• The Power of Employee Ownership – Turning frontline staff into brand ambassadors

Practical Takeaways:

• Train employees to be storytellers, not just salespeople
• Shift from rigid policies to employee-driven problem-solving
• Prioritize human touch over automation in customer interactions
• Create seamless online and offline experiences that reinforce brand trust
• Foster a culture where employees feel valued, empowered, and accountable

Companies Mentioned and Why:

• Nordstrom – A masterclass in customer-first service and employee empowerment
• Apple – How their retail staff focuses on relationships, not just transactions
• Luxury brands – The power of exclusivity and high-touch customer care

Leadership Advice:

Great leaders don’t dictate customer service—they enable it. Nordstrom’s success comes from trusting employees to make decisions that prioritize the customer. Leaders who embrace this mindset create a culture where employees take ownership of CX.

Looking Ahead – Industry Predictions:

• The human touch will be a brand’s greatest differentiator in CX.
• Businesses that empower employees will see stronger customer loyalty.
• Digital tools will enhance—but never replace—high-touch service.

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About Robert Spector:

Robert is a master storyteller and leading authority on customer-service culture. He has delivered keynotes and workshops in over 27 countries, to audiences from 20 to 2,000. Known as “The Nordstrom Whisperer,” he’s interviewed three of the four generations of Nordstrom leadership. Pete Nordstrom said, “Robert has analyzed and dissected our company more than anyone else…” His four-book series, The Nordstrom Way, includes two Forbes-recognized titles: Customer Experience Excellence (2017) and The Century-Old Startup (2024). He also wrote Amazon.com: Get Big Fast, praised by Jeff Bezos: “I thought you did a good job.”He’s contributed to The New York Times, The Wall Street Journal, and more, and appears regularly on podcasts, TV, and radio.
Connect with Robert on LinkedIn and website.

About Stacy Sherman:‬

Stacy Sherman is a professional speaker, advisor, and founder of Doing CX Right® consultancy, helping companies build unbreakable loyalty across customers, employees, and partners for lasting retention and growth. With 25 years at top companies, a Marketing MBA, and certifications in Journey Mapping and UX, she provides a proven, research-backed framework that drives real business impact. A trusted, award-winning CX leader, Stacy is recognized as a Top Global CX Guru and ICMI Top 25 Influencer (2021-2025). She continues to shape the future of CX through LinkedIn Learning courses, workshops, best-selling books, and her award-winning podcast, equipping professionals with the strategies to deliver measurable results, competitive advantage, and enriched experiences.

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A Gift For You:

Do you want to know if your customer experience creates loyal advocates who genuinely love your brand? Are your employees inspired to champion your mission as others in your industry view you as the gold standard they strive to reach?

Take FREE CX Assessment to uncover:

• Barriers limiting your brand’s growth and impact.
• Factors that drive stronger customer connections and deeper loyalty.
• Strategies to create meaningful experiences that set your brand apart.

Doing customer experience the right way can transform your business and enrich the lives of the people you service. Don’t leave it to chance.