The 4 Essentials of Legendary Customer Service

Attention, Canadian business operators: the customer service bar has just been raised. As Seattle-based department store chain Nordstrom embarks on its Canadian expansion—it opened its second location in March, in Ottawa—retail experts say businesses here could learn a lot from its gobsmackingly extraordinary service.

“Nordstrom just goes above and beyond in a way that customers never forget,” says Robert Kozinets, who heads the global retail management specialization at the Schulich School of Business.

In the March 2015 issue of Canadian Business, Carol Toller explored what makes the 114-year-old, family-run company so beloved of shoppers. Here are four customer-service lessons for businesses of all sizes from one of America’s most popular retail brands:


All Nordstrom workers, from cleaning staff to floor associates, are given an unusual degree of latitude to make their own calls about how to handle problems. New hires are presented with a card that outlines the only

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