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The Nordstrom Way to Customer Experience Excellence

By Robert Spector

The Nordstrom Way to Customer Experience Excellence Law

The Nordstrom Way to Customer Experience Excellence

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Description
> —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.
Product details
Binding:
Paperback
Edition:
3
Number of Pages:
224
Release Date:
2017-11-10
Publication Date:
2017-10-03
Publisher:
Wiley
Languages:
Original: English
ISBN10:
1119375355
ISBN13:
9781119375357
GPSR Manufacturer Reference:
[email protected]
Weight:
343 g
Height:
189 cm
Width:
231 cm
Thickness:
20 cm
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