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

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Robert Spector
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    "Top Ten Business Books For 2017" - Forbes

    The fully revised and updated edition of the classic book about Nordstrom's extraordinary customer service.

    In 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 industry
    The ten values that define a customer-driven culture
    Lessons for providing superior service and experience across all channels

    The book, The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture [Bulk, Wholesale, Quantity] ISBN# 9781119375357 in Paperback by Robert Spector; Breanne O. Reeves may be ordered in bulk quantities. Minimum starts at 25 copies. Availability based on publisher status and quantity being ordered.
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    Product Details

    Shipping Weight 0.85 LBS
    Publisher Wiley
    ISBN-13 9781119375357
    Pages 224
    Format Paperback
    Publication Date 10/03/2017 0:00
    Language English
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