The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture

"Top Ten Business Books For 2017" - ForbesThe fully revised and updated edition of the classic book about Nordstrom's extraordinary customer serviceIn this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization—in any industry—in every corner of the world. This is not a book about selling shoes or clothes or cosmetics or jewelry. It is a book about how underlying values such as respect, trust, compensation and, even fun, are the building blocks of a culture where employees are empowered to consistently deliver a world-class experience to customers. Nordstrom believes that the employee experience determines the customer experience, and that when you attract and reward people who are comfortable in a service-oriented culture, then everyone succeeds—both individually and collectively. No wonder Nordstrom is one of only five companies to make Fortune's "Best Companies to Work For" and "Most Admired" lists every year since those surveys have been taken. With new interviews from senior Nordstrom executives and family members, the book explains how to successfully respond to today's tech-savvy, time-crunched customers who demand a convenient, seamless, painless, personal experience across all channels. Nordstrom gives its frontline people all the digital tools necessary to satisfy the customer—and your organization must do the same, if it wants to adapt. The authors show what it takes to earn brand loyalty, lead through change and uncertainty, and combine extraordinary brick-and-mortar with online experiences.'The single most important reason we try to provide great service is this: It enables us to sell more,' says co-president Blake Nordstrom, great-grandson of the founder. 'The best way for our company to achieve results is to do what's best for the customer.'In this book, readers will find:Suggestions for becoming the Nordstrom of your industryThe ten values that define a customer-driven cultureLessons for providing superior service and experience across all channels

Details e-book The Nordstrom Way to Customer Experience Excellence

🗸 Author(s): Robert Spector
🗸 Title: The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture
🗸 Rating : 4.6 from 5 stars (110 reviews)
🗸 Languange: English
🗸 Format ebook: PDF, EPUB, Kindle, Audio, HTML and MOBI
🗸 Supported Devices: Android, iOS, PC and Amazon Kindle

Readers' opinions about The Nordstrom Way to Customer Experience Excellence by Robert Spector

Lee Birch
This captivating memoir offers a deeply personal glimpse into the life of a remarkable individual, whose journey from hardship to triumph serves as an inspiration to us all. From humble beginnings to extraordinary achievements, the author's story is a testament to the power of perseverance and determination. With its raw honesty and heartfelt emotion, this book is a must-read for anyone seeking inspiration and hope.

Haileigh Campbell
Explore the mysteries of the universe with this fascinating exploration of astronomy and cosmology. From the origins of the universe to the search for extraterrestrial life, the author takes readers on a journey through the cosmos, shedding light on some of the universe's most profound mysteries. With its accessible language and engaging narrative, this book is a perfect introduction to the wonders of the cosmos.

Rebecca Adams
This poignant memoir offers a deeply personal account of one woman's journey to overcome adversity and find redemption. From childhood trauma to adult struggles, the author shares her experiences with honesty and vulnerability, offering hope and inspiration to readers facing their own challenges. With its raw emotion and powerful storytelling, this book is a testament to the resilience of the human spirit.

Related ebooks of The Nordstrom Way to Customer Experience Excellence

The Complete Beginners Guide To Swimming: Professional gu...

As a beginner learning how to swim you face many, often scary unknowns. From first entering the water, to lifting your feet up off the bottom, submerging your face and learning to breathe. From conquering your fears right through to learning what each part of your body should be doing when swimming the four basic strokes, The Complete Beginners Guide To Swimming contains everything you could possibly need. Contents:The Benefits of SwimmingFear of SwimmingSwimming ScienceBuoyancy…

Nursing Diagnosis Manual: Planning, Individualizing, and ...

Identify interventions to plan, individualize, and document care.Here’s the resource you’ll turn to again and again to select the appropriate diagnosis and to plan, individualize, and document care for more than 850 diseases and disorders.Only in the Nursing Diagnosis Manual will you find for each diagnosis…defining characteristics presented subjectively and objectively •  sample clinical applications to ensure you have selected the appropriate diagnose • prioritized action/interventions with rationales • a documentation section, and much more!See what students are saying…

Explore My World Tigers

In this charming picture book, curious little kids will learn all about tigers, including their social behavior, communication, diet, and playtime. These engaging Explore My World picture books on subjects kids care about combine simple stories with unforgettable photography. They invite little kids to take their first big steps toward understanding the world around them and are just the thing for parents and kids to curl up with and read aloud.

Projections: The New Science of Human Emotion

A groundbreaking tour of the human mind that illuminates the biological nature of our inner worlds and emotions, through gripping, moving—and, at times, harrowing—clinical stories“[A] scintillating and moving analysis of the human brain and emotions.”—Nature“Beautifully connects the inner feelings within all human beings to deep insights from modern psychiatry and neuroscience.”—Robert Lefkowitz, Nobel LaureateKarl Deisseroth has spent his life pursuing truths about the human mind, both as a renowned clinical psychiatrist and as a researcher creating and…