Nordstrom did something right. They single-handedly redefined customer service in the retail sector. Now, companies in every industry aspire to be “the Nordstrom” of their industry. How do you compare? Are you “the Nordstrom” in your market? What would it be like to be the ruler by which everything else is measured?
Modern organizations can’t afford to provide mediocre, or poor, customer service. In the past, a dissatisfied customer would tell 10 friends or more. Today, they go onto Yelp!, Facebook, and other sites and tell the world.