“…Nordstroms’ President, Blake Nordstrom, announced that some 5,000 hand held devices will be in the hands of Sales Associates by this July…”
“…everyone is in Guest Services…no more Front Desk – we have a Concierge Center. Check folks in right there on your hand held, take their credit card impression, dispense the “room key card”, via e-mail, and the bar code will open the Guest Room door, plus be used for all Hotel charges – spa, restaurant, golf, etc…”
Nordstrom’s credo is exceptional Customer Service, and, for those of us who have waited in line or even tried to find a Sales Associate in these large stores, the mobile application is just great. By the way, Nordstroms just posted a 6.5 percent increase in first-quarter same-store sales.
Many operations already have the option of Kiosks, but they are so impersonal. Get your people out from behind their desks (those barriers), meeting, greeting and rooming your Guests. This is the “personal touch” in a technical world, and, watch, in 3-5 years this is what it will look like.