Futurepropffing Customer Experience
ts 1975, a customer walks into a Nordstrom store in Anchorage, Alaska to return a set of tires. The clerk, saw the price on the side of the tires, reached into the cash register, and handed the man $145. It did not matter that Nordstrom had never sold tires. Nordstrom was and continues to be an upscale clothing store. The customer had bought the tires at the store that occupied the same retail space prior to Nordstrom moving in. But in those 2 seconds while making a decision, Nordstorm’s philosophy kicked in and the staff did what they were trained to do – “Ensure that the customer experience was optimal”. Times change, mediums of communication change, but legendary stories such as this one have become the cornerstone of CX philosophy of many a companies, including ours. Apple, Nordstorm, Lululemon have all continuously shown us that the magic unleashed when the entire organization is collectively able to optimize every touchpoint with the customer – telling the same story, cr