The Nordstrom Way to Customer Service Excellence by Spector, Robert -- Read -- Imperial Library of Trantor

Index

Cover Contents Title Copyright Dedication Introduction Phase I: Culture

Chapter 1: Tell the Story: How Nordstrom Became Nordstrom

Seattle: City of Opportunity Everett, Elmer, and Lloyd Third Generation: Bruce, John, Jim, and Jack Betting Everything on Southern California A Crisis of Confidence Sales Are the Truth

Chapter 2: Hire With Care: Finding the Right Fit for the Culture

Welcome to Nordstrom Values and Practices Hire Motivated People—Who Are Also Nice Bob Love It’s Not a Job for Everyone Inverted Pyramid Empowering Managers and Buyers Managers’ Responsibilities Buyers’ Responsibilities Feedback Using Experienced “Nordies” to Spread the Culture Promoting From Within New Employees in New Markets Diversity The Nordies Versus the Clock Punchers Good Place to Work Hiring for Customer Service

Chapter 3: Nurture the Nordie: Mentor, Support, Praise, Recognize, and Reward

Product Knowledge Appreciation Promotes Motivation Mentoring Recognition and Praise Recognition Meetings John W. Nordstrom Award Everyday Praise Heroics: Inspirational Tales of Teamwork and Legendary Customer Service

Chapter 4: Empower Entrepreneurs to Own the Customer Experience

Ideas From Empowered Entrepreneurs Empowered to Take Ownership of the Customer Experience Don’t Judge a Customer by Her Shoes Inverted Pyramid Return Policy Empower Employees to Make Good Decisions Cross-Selling Dump the Rules: Tear Down the Barriers to Exceptional Customer Service

Chapter 5: Compensate According to Results

Commission Sales Versus Customer Service Goal Setting Top Performers Loyalty and Ownership

Chapter 6: Communication and Teamwork: We’re All in the Customer Service Department

Communication In Person Teamwork and Competition What Does Teamwork Look Like? Teamwork Across Departments, Business Units, and Geography Customer Service Behind the Scenes Tailoring to the Customer Impressing the Boss

Chapter 7: Citizen Nordstrom: Doing Well, Doing Good

“Nordstrom Cares” Recycle, Repackage, Reuse Supplier Diversity Contributing to Communities

Phase II: Experience

Chapter 8: Create an Inviting Place: Brick-and-Mortar Still Matters

What’s Inside Let’s Get Comfortable Nordstrom Innovation Lab Food for Thought Something Extra Selection The Right Choices at the Right Time Nordstrom Rack

Chapter 9: Touchpoints: Multichannel Customer Service

A Multichannel World Single View of Inventory Order Online/Pick Up at Store Create a Customer Community Social Media Call Center Customer Service Answer the Telephone! The Nordstrom Family: Leading by Example

Customer Loyalty Personal Stylist Listen to the Customer/Stay in Touch The Personal Book Nordstrom Weddings Relationships With Vendors

Phase III: Applications

How to Become the Nordstrom of Your Industry

Acknowledgments Index