As Nordstrom's arrival looms, rival stores sharpen up
Erik Nordstrom likes to boast about his employees going the extra mile at the upscale U.S. retailer that bears his name.
... To monitor customer response, Holt recently launched a more beefed up, standardized customer-service survey, now tracking 4,000 customers a month rather than the previous 800 monthly, she said. And it has introduced other touches, such as serving lemonade at the downtown Toronto flagship store during this hot summer.
Still, Karl Moore, a professor at the Desautels Faculty of Management at McGill University, thinks Holt can do better. Over the years, he has sent hundreds of his students to check out service at Holt, only to find that the 20-somethings often are simply ignored by staff.
Read full article: The Globe and Mail, August 5, 2012