The Nordstrom Way to Customer Experience Excellence, Third Edition, Creating a Values-Driven Service Culture by Spector, Robert -- Read -- Imperial Library of Trantor

Index

Cover Title Page Table of Contents Acknowledgments Foreword Introduction

Introduction to the Third Edition The Customer Experience Conundrum Becoming the Nordstrom of Your Industry A Family Business, a Public Company What Makes Nordstrom Unique? Why a Third Edition? Values Research Notes to the Reader

1 Trust

Trust Employees Trust from Customers Hiring Onboarding Reinforcing the Culture Find Your Own Way Empowerment Inverted Pyramid Trust Among Customers Return Policy Quality Center The Tire Story

2 Respect

Respect for the Culture Respecting Colleagues Respecting Customers Beyond Sales Recognition

3 Loyalty

A Career or a Launching Pad Diversity Leadership Model Best Places to Work A (Bob) Love Story Customer Loyalty/Sell a Relationship Customer Loyalty to a Salesperson Stories of Loyalty Vendor Loyalty

4 Awareness

“Heads-Up” Service Managers' Roles Making Memories Measure Both Feet Everyone Is in Customer Service The Diamond Story

5 Humility

Don't Be Cocky Starting at the Bottom Servant Leadership and the Inverted Pyramid What Nordstrom Owes to Its Employees New Markets Humility The Honest Truth Accessibility

6 Communication and Collaboration

Communicate, Communicate, Communicate Shared Leadership Face-to-Face Communication Hearing and Listening Collaboration: Teamwork Social Media: Communicating with Customers

7 Competition and Compensation

Commissions Top Performers Customer Service and Commission Selling Cross-Selling Other Compensation Team Contests Teamwork

8 Innovation and Adaptation

Customer Obsessed and Digitally Enabled A Legacy of Innovation and Adaptation Product Diversification What's Next? Role of Stores The Physical Store Is Digitized Channel Agnostic Convenience/Time Reserve & Try in Store Rack What Is the Value of a Values-Driven Culture?

9 Give Back and Have Fun

Store Openings Have Fun and Give Back Give Back Nordstrom Cares

About RSi Index End User License Agreement

← Prev
Back
Next →

← Prev
Back
Next →