breAnne Reeves is co-founder of the RSi consultancy in Bellingham, Washington, and is co-author with her business partner Robert Spector of the new book, “The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture.” breAnne has worked for over a decade in customer experience. At RSi, she oversees application development and implementation to inspire and support clients as they begin the journey of becoming the Nordstrom of their industry
People are breAnne’s passion. Period. Her love and appreciation for people are what drive her experiential design work. She has worked with organizations around the world to create gratitude, opportunity, love and respect within cultures. Among her RSi clients are Salesforce.com, Starwood Hotels, Federal Reserve Bank, McKesson Corporation, and many small-to-medium-sized organizations.
breAnne’s work transcends short-term strategies or the latest to-do lists. She believes that the best service experience generates compassion and care for others, which inevitably lead to greater productivity and increased sales. When organizations commit to creating more positive and productive work environments their employees will feel special and appreciated—both for the work they do and the humans they are. All these elements inevitably result in excellent customer experiences and increased customer loyalty. To breAnne, it is an article of faith that the employee experience determines the customer experience.