"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
✔ ISBN-13: 9781119375357
✔ 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
Rosa Bax
The world-building in this book was simply phenomenal. I was transported to a different realm and felt like I was part of the characters' journey. The attention to detail made it all so immersive.
Iris Watts
I couldn't stop raving about this book to my friends and family. It's a literary gem that deserves all the praise. I can't wait to dive into more works by this talented author.
Tasha Cobbett
The characters in this book felt like old friends, and I was sad to say goodbye to them at the end. It's a testament to the author's talent for creating memorable and relatable personas.
