The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture Paperback - 2017 - 3rd Edition

"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.