PRLog - Aug. 28, 2009 - ARCADIA, Calif. -- What Nordstrom does ... it erases prevailing wisdom
The Nordstrom Effect
Why are we using Nordstrom in an article about brand reputation on the Internet? Simple, there is a certain prevailing wisdom in the minds of many grassroots Internet users and it goes something like this; if some one takes the time to write about a bad experience with any business on the Internet, then it may be true so why take the chance, right? Here’s the kicker, most negative Internet commenter’s are disgruntled ex-employees and customers who didn’t get good customer service.
You may be saying to yourself “my company has great customer service, and my employees are happy so why do I need to read this article?” Because the truth is, you don’t really know for a fact that everyone is happy because your spending 12 hours a day trying to run your business. And that’s the caveat, you really don’t know and that makes your brand a target! Learn more here: http://www.irepagent.com/?
It all comes down to relationships
Nordstrom treats their customers, employees and vendors very well, and this (don’t miss it) is what they do! The fact that they operate one of the most successful retail chains in the US is almost beside the point. Of course you cannot please all the people all the time, but Nordstrom has done a very good job at keeping those numbers in their favor for over 100 years. And it only stands to reason that they would convey this culture to their online endeavors as well.
Adapting the Nordstrom effect to your business
The reason the Nordstrom effect works is because they have bred this incredible customer service mindset into their corporate culture for years. Every person who works within this organization understands and agrees with this culture. And that’s why you need to make sure that you and your employees are always giving your customers incredible treatment. Learn more here: http://www.irepagent.com/?
Here’s your homework assignment; go to Nordstrom and make a purchase, then return it (yes they will hate me for this, but you will thank me). Then do the same thing at your company, if your customer service is the same quality as Nordstrom then your on the right track to avoiding the infamous Internet commenter’s. If not, then I highly suggest you start changing your corporate culture because everyone has something to say and it’s usually not very nice. And it only takes a handful of negative comments on Google, a blog or some other social media site to start killing your sales.
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