Ep 106. Southwest Airlines CEO, Bob Jordan: The Heart Connection

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 nordypodcast@nordstrom.com 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.