The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the "nordstrom" of Your Industry, Second Edition

Phase II

THE NORDSTROM WAY: EXPERIENCE

We are a theme park of retailing in a sense. We are about food, fashion, and fun. The whole point of everything we do is to make the customer happy for the long haul. You have a good experience and you want to do it again. If people are satisfied and excited about the experience of shopping at Nordstrom, they will come back. And if we haven’t created that atmosphere, they won’t come back. It’s just that simple.

—David Lindsey, vice president of store planning