Everyone equates Nordstrom with superior service, but the high-touch retailer is taking its attention to detail even to the bank.
The Seattle-based department store chain recently sent me a personalized privacy notice from the president of Nordstrom Bank. Enclosed, along with his letter assuring that “the security and confidentiality of your personal information is of the utmost importance to us,” was the disclosure form.
But unlike most bank disclosure forms I have received, which are written in seven-point type on rice paper, this document is formatted on a one-page, easy-to-read chart that addresses the “why,” “what” and “how” of its information collection practices, as well as a chart that explained the reasons it can share my information, what it does share and what it doesn’t.
Nordstrom Bank then explains not only how it collects my personal information (every time I use my card, pay a bill or through credit bureaus) but also how it protects my information. This information is followed by helpful definitions of its affiliates, non-affiliates and joint marketing practices.
Finally, the bank provides, in bold, the phone number to call to limit its sharing of my information.
At time when customer privacy is gaining national attention, this friendly, clear approach not only made me feel that Nordstrom isn’t hiding anything, but that it sees me as a partner – not a prospect. With that, my loyalty to Nordstrom grew deeper. Let’s hope its competitors catch on.
