The Seattle Effect: customer service lessons from the world’s most successful companies

To be launched
Mr. Robert Spector
Journalist and Author, USA
Summary

Nordstrom began as a modest shoe store in downtown Seattle in 1901 and today is the leading upscale fashion retailer in North America. Although a publicly traded company since 1970, Nordstrom is still led by family members—currently the fourth generation. More than 35% of sales are online but brick-and-mortar still... read moreplays an important role. Nordstrom calls itself “channel agnostic”.

This series of case studies looks at five world-leading companies all based in Seattle, to understand what they have in common and what makes each of them unique as customer service pioneers.