"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
✔ Author(s): Robert Spector,breAnne O. Reeves
✔ Title: The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture
✔ Rating : 4.6 out of 5 base on (143 reviews)
✔ ISBN-10: 1119375355
✔ Language: English
✔ Format ebook: PDF, EPUB, Kindle, Audio, HTML and MOBI
✔ Device compatibles: Android, iOS, PC and Amazon Kindle
Readers' opinions about The Nordstrom Way to Customer Experience Excellence by Robert Spector
Summer Phillips
Follow the gripping tale of a detective unraveling a complex web of crime and corruption. The author's detailed writing and intricate plotting make for a suspenseful read. Each clue and revelation adds to the tension, keeping you on the edge of your seat. The characters are well-developed, with motivations that feel real and compelling. The climax delivers a satisfying resolution to the mystery. A must-read for thriller enthusiasts.
Jaylynn Fernandez
Uncover the secrets of a haunted mansion in this chilling gothic novel. The author's atmospheric writing and suspenseful plot make for a captivating read. Each character's hidden motives and dark pasts add to the tension. The twists and surprises keep you guessing until the very end. It's a haunting and immersive story that you won't want to put down. Perfect for fans of gothic fiction.
Breonna Rahman
Explore the impact of technology on society in this thought-provoking novel. The author's insightful writing and compelling characters create a narrative that challenges your perceptions. Each chapter delves into the complexities of modern life with depth and nuance. The plot's twists and turns keep you engaged throughout. It's a story that prompts deep reflection on the role of technology in our lives. Perfect for readers interested in contemporary issues.
