What does Bridgestone have in common with Nordstrom and Starbucks? On the surface not much, but Bridgestone aspires to match the high level of customer service that companies like Nordstrom and Starbucks are known for. Yesterday, Bridgestone laid out its strategy for overhauling its customer experience by 2020.
At a press conference that included a tour of its retail R&D hub, Store 2020, and a distribution center in Illinois, Bridgestone executives discussed the company's road map for meeting the needs of their customers, whom they refer to as "the boss." Stay tuned for an in-depth look at Bridgestone's efforts to transform its business. In the meantime, Damien Harmon, VP of operations at Bridgestone retail operations, gives an overview of the company's strategy for overhauling the customer experience in this video: