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The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture
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From the Back Cover
"The stories in this book will convince you that your organization has the potential to become the Nordstrom of your industry." —HOWARD BEHAR, Retired President, Starbucks Coffee North America & Starbucks Coffee International THE NORDSTROM WAY "Culture and values drive Nordstrom's legendary customer experience. Spector and Reeves show how Nordstrom does it—and how your organization can do it, too." —SHEP HYKEN, customer service expert and New York Times bestselling author of The Amazement Revolution LEARN HOW CORE CULTURAL VALUES HELP TO CREATE WORLD-CLASS CUSTOMER EXPERIENCES ACROSS ALL CHANNELS Nordstrom has survived and thrived for almost 120 years by attracting nice, motivated people who buy into the company's values that support a culture of trust, empowerment, and continuous innovation in service to the customer. Nordstrom does not have a channel strategy; Nordstrom has a customer strategy, because today's consumers expect a seamless, painless experience with a personal touch—whether shopping digitally, physically, or a combination of both. Says Blake Nordstrom: "Everything we do is through the lens of the customer—and how we can improve the customer experience." This all-new third edition has been completely recast to detail the essential values and customer-centered philosophy of the Nordstrom Way. The employee experience determines the customer experience Communication and collaboration create clarity and teamwork that enhance relationships with customers and co-workers Innovation and adaptation are the key values for surviving and thriving Whatever your field of business, every organization has much to learn from the world's best customer experience company.
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About the Author
ROBERT SPECTOR is co-founder of the RSi consultancy, bestselling author, international speaker, educator and advisor to organizations. He is also the author of Amazon.com: Get Big Fast and The Mom & Pop Store. BREANNE O. REEVES is co-founder of the RSi consultancy, and has worked for over a decade in customer experience. She oversees application development and implementation to inspire and support clients as they begin the journey of becoming the Nordstrom of their industry. RSi has worked with Salesforce.com, Starwood Hotels, Federal Reserve Bank, Indeed, Kaiser Permanente, and many small-to-medium-sized organizations.
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Product details
Paperback: 224 pages
Publisher: Wiley; 3 edition (October 3, 2017)
Language: English
ISBN-10: 1119375355
ISBN-13: 978-1119375357
Product Dimensions:
7.2 x 0.7 x 8.9 inches
Shipping Weight: 12 ounces (View shipping rates and policies)
Average Customer Review:
4.7 out of 5 stars
14 customer reviews
Amazon Best Sellers Rank:
#159,054 in Books (See Top 100 in Books)
The best of all the previous Nordstrom books and a very easy/fun read. I was a Corp officer for 22 years and even I learned a bunch.
I love this book. It’s my 3rd copy. A must if you work in the customer service industry.
The book presents in a readable and pleasant way the principles of the values-based success in customer service and retail excellence of Nordström. Lessons for everyone in service business and especially in retail.
This book contains many tidbits of a successful “customer first mentality†including stories and examples. While it begins to get repetitive and drag towards the later sections, this is a great read for anyone who interfaces with customers or manages sellers as part of their profession.
Absolute must.
Own a shop and picked up some basic thinking for what type of store we hope to be
The only way to run a business if you care about your employees and customers.
Great read if you are in the service industry.
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