How Nordstrom Has Made It’s Name Synonymous With Customer Service Through Staff Empowerment

How Nordstrom Has Made It’s Name Synonymous With Customer Service Through Staff Empowerment

In this past presentation from CEM 2018, Jyoti Shukla, Vice President of User Experience, Nordstrom (USA) explores: 

  • Empowering sales teams to listen, connect and provide exceptionalcustomer service at every given point
  • The transformation of the role of the instore salesperson to a digital entrepreneur/strategic leader
  •  Identifying key employee traits from different disciplines throughout theorganisation to drive customer experience strategy
  • Building a workplace that attracts talented people who will stand behindyour brand
  •  Removing the traditional shopper paint points and rethinking ‘business as usual’
  •  Going the extra mile to evolve your relationships with customers from a mere transactional one to something more personal


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