The Nordy Pod

In this episode we’re pulling back the curtain on a part of our business that we haven’t spent much time talking about on the podcast—which is ironic, because it has everything to do with how we talk—and that’s Communications.

Specifically, we’re talking about how we here at Nordstrom think about developing and refining a unified “voice”, so to speak, for the company, and the decisions around how and when that voice gets deployed to our various different audiences, internally and externally—which includes the people that work for us, our brand partners, and of course, our customers.

To help us unpack this subject we’ll hear from two people who speak the Nordstrom language better than just about anyone.

First, you’ll hear from Brooke White, who previously led our Corporate Communications for over 30 years and who played a huge part in shaping the necessary conversations in and around our company.

After that I’ll sit down with Grace Stearns, our current Senior Director of Communications and Corporate Affairs, who has actually herself made a handful of cameos on the Nordy Pod. She’s been an incredible addition and asset to the team, and continues to be a trusted sounding board for Pete, Erik, and the rest of the corporate office.

Together they’ll discuss the essential role our Communications team plays in telling the story of our brand, lessons learned through pivotal moments in our growth, and some of the challenges that arise for our PR professionals as they attempt to filter the many voices of Nordstrom down to one.

Thanks for tuning in to episode 108. We hope you enjoy it!

Did you know that YOU can be on The Nordy Pod? This show isn't just a one-way conversation. We want to hear about what Nordstrom looks like through your eyes. Share your Nordstrom experience, good or bad, by giving us a call and leaving a voicemail at: 206.594.0526, or send an email to [email protected] to be a part of the conversation! And, be sure to follow us on Instagram @thenordypod to stay up to date on new episodes, announcements and more.

You grew up playing with them. You’ve shared them with your kids. And now, the brands we all know and love are flying off the shelves and into our hearts through every form of entertainment imaginable.

Because Mattel isn’t just making toys anymore—It’s building worlds.

Worlds shaped by brands like Barbie, Hot Wheels, Uno, Masters of the Universe, and so much more!

Ynon Kreiz, CEO of Mattel, has led the charge in transforming this 80+ year-old, iconic company into a modern and culturally relevant behemoth, by reimagining the narrative and elevating the possibilities of play for all ages.

In this episode Pete and Ynon discuss the persistent power of Mattel’s legacy brand portfolio, the role of world-class partnerships in building a bigger future, and the growing field of physical play potentially expanding the wanting toy aisles of Nordstrom.

Thanks for tuning in to episode 107. We hope you enjoy it!

Did you know that YOU can be on The Nordy Pod? This show isn't just a one-way conversation. We want to hear about what Nordstrom looks like through your eyes. Share your Nordstrom experience, good or bad, by giving us a call and leaving a voicemail at: 206.594.0526, or send an email to [email protected] to be a part of the conversation! And, be sure to follow us on Instagram @thenordypod to stay up to date on new episodes, announcements and more.

Air travel may seem like a far cry from the retail world, but as it turns out, Southwest Airlines and Nordstrom have a lot in common in the ways that matter most.

For anyone interested in learning about the essential building blocks of a great customer experience, this conversation—between two CEOs who have built their entire businesses around customer service—crosses industry boundaries and brings humanity to the forefront.

Pete and Bob discover remarkable similarities in their leadership styles and approach to measuring customer satisfaction, evolving to meet ever-changing customer expectations, and nurturing a healthy internal culture that empowers and cares for the people working at all levels of the organization.

Bob describes the incredible attention to detail Southwest gives to each and every touchpoint of the customer journey—from the most tactical and transactional to the most human and personal—because to the customer, it all matters.

Thanks for tuning in to episode 106. We hope you enjoy it!

Did you know that YOU can be on The Nordy Pod? This show isn't just a one-way conversation. We want to hear about what Nordstrom looks like through your eyes. Share your Nordstrom experience, good or bad, by giving us a call and leaving a voicemail at: 206.594.0526, or send an email to [email protected] to be a part of the conversation! And, be sure to follow us on Instagram @thenordypod to stay up to date on new episodes, announcements and more.

Retail today looks a lot different than it used to.

Customers can shop on their phone from their couch. They can compare us to the entire world in about five seconds. They expect personalization. They expect overnight, or even two-hour delivery.

And honestly? That’s fair!

If we want to stay relevant, we have to evolve and grow to meet the customer’s changing needs.

But one constant that’s anchored us through our entire 125 years is that we don’t define what good service looks like—customers do.

In parts 1 and 2 of our 125th anniversary series we took a look back at our history, and how our culture has spread and grown along with the company.

For Part 3 we’re bringing the focus to the present—to pay attention to what a modern customer is looking for, to meet them on their terms, and to empower our people to seek out new and better ways to serve.

To help tell this story you’ll hear, once again, from my brother and Co-CEO, Erik Nordstrom, as well as our cousin and Chief Merchandising Officer, Jamie Nordstrom.

You’ll also hear from a few current Nordstrom employees in varying roles—from the physical sales floor to our digital marketplace.

No matter where our customers wish to shop with us—in a store face-to-face, or in sweatpants under a blanket in bed—we’ll be there for it.

Yes, the business has become more complex, but the mission is simple:

Make customers feel good, and look their best.

Thanks for tuning in to episode 105. We hope you enjoy it!

Did you know that YOU can be on The Nordy Pod? This show isn't just a one-way conversation. We want to hear about what Nordstrom looks like through your eyes. Share your Nordstrom experience, good or bad, by giving us a call and leaving a voicemail at: 206.594.0526, or send an email to [email protected] to be a part of the conversation! And, be sure to follow us on Instagram @thenordypod to stay up to date on new episodes, announcements and more.

How do you get people to share a good thing?

In our last episode, we spent time talking with a few Nordstrom family members about how the company started, the values that shaped it early on, and the establishing of a culture and reputation that’s propelled this business through the last 125 years.

But there’s one lesson—or fact—that’s been essential for us to understand and embrace as the business has grown. Yes, the family can set the tone—but what sustains us is “resonance”. It’s the adoption of our philosophy by tens of thousands of employees across the country. It’s the constant nurturing of our culture by the people who’ve joined our company and found something familiar that reflects their own character. Something that they can be proud to participate in and share with others.

For Part 2 of our 125th Anniversary series we’ll be taking a closer look at what makes Nordstrom so sticky. How is it that we’ve earned such loyalty and passion from our people?

You’ll hear from a handful of current and former Nordstrom employees to help paint a picture of what it feels like to be welcomed into—and become part of—the extended Nordstrom family.

Thanks for tuning in to episode 104. We hope you enjoy it!

Did you know that YOU can be on The Nordy Pod? This show isn't just a one-way conversation. We want to hear about what Nordstrom looks like through your eyes. Share your Nordstrom experience, good or bad, by giving us a call and leaving a voicemail at: 206.594.0526, or send an email to [email protected] to be a part of the conversation! And, be sure to follow us on Instagram @thenordypod to stay up to date on new episodes, announcements and more.