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Gift cards keep giving at Nordstrom
Leading department store retailer Nordstrom has developed a unique approach to community giving by returning 1% of gift card sales to local nonprofit groups.
Nordstrom will use funds from gift card sales to support two giving programs: Nordstrom-directed corporate contributions and a newly-launched Employee Charitable Match program. For more than 40 years, Nordstrom selects hundreds of organizations to receive cash grants.
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Why retailers need to measure customer happiness
When retailers' customers aren’t happy, how do they really know? Many key metrics, such as Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT), are born from accumulated survey results and don’t capture true happiness. Surveys focus on whether a customer is satisfied, which is very different from happieness. These are two very different things. So, the question becomes: Are companies really primed to measure customer happiness, or are they settling for a rationalized alternative created by linguistic gymnastics in a survey?