Sign-In
Cart
The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture
Paperback
Publisher Price: $18.99
ISBN13: 9781119375357
Publisher: Wiley
Published: Oct 3 2017
Pages: 224
Weight: 0.85
Height: 0.70 Width: 7.30 Depth: 9.10
Language: English
Top Ten Business Books For 2017 - Forbes
The fully revised and updated edition of the classic book about Nordstrom's extraordinary customer service
In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization--in any industry--in every corner of the world. This is not a book about selling shoes or clothes or cosmetics or jewelry. It is a book about how underlying values such as respect, trust, compensation and, even fun, are the building blocks of a culture where employees are empowered to consistently deliver a world-class experience to customers.
Nordstrom believes that the employee experience determines the customer experience, and that when you attract and reward people who are comfortable in a service-oriented culture, then everyone succeeds--both individually and collectively. No wonder Nordstrom is one of only five companies to make Fortune's Best Companies to Work For and Most Admired lists every year since those surveys have been taken.
With new interviews from senior Nordstrom executives and family members, the book explains how to successfully respond to today's tech-savvy, time-crunched customers who demand a convenient, seamless, painless, personal experience across all channels. Nordstrom gives its frontline people all the digital tools necessary to satisfy the customer--and your organization must do the same, if it wants to adapt.
The authors show what it takes to earn brand loyalty, lead through change and uncertainty, and combine extraordinary brick-and-mortar with online experiences.
'The single most important reason we try to provide great service is this: It enables us to sell more, ' says co-president Blake Nordstrom, great-grandson of the founder. 'The best way for our company to achieve results is to do what's best for the customer.'
In this book, readers will find:
- Suggestions for becoming the Nordstrom of your industry
- The ten values that define a customer-driven culture
- Lessons for providing superior service and experience across all channels
Also in
Business General
Crucial Conversations Tools for Talking When Stakes Are High, Second Edition
Switzler, Al
Grenny, Joseph
Patterson, Kerry
Paperback
The Pig and I: The Tale of Our Relationship with a Beast We Eat
Endresen, Kristoffer Hattleland
Hardcover
Inspired: Understanding Creativity: A Journey Through Art, Science, and the Soul
Richtel, Matt
Hardcover
Quiet Girls Can Run the World: Owning Your Power When You're Not the Alpha in the Room
Holman, Rebecca
Paperback
Inclusive Conversations: Fostering Equity, Empathy, and Belonging Across Differences
Winters, Mary-Frances
Paperback
Climb: Taking Every Step with Conviction, Courage, and Calculated Risk to Achieve a Thriving Career and a Successful Life
Brown, Carolyn M.
Gadsden-Williams, Michelle
Paperback
The Token: Common Sense Ideas for Increasing Diversity in Your Organization
Farmer, Crystal Byrd
Paperback
Paris Chic & Trendy: Designers' Studios, Hip Boutiques, Vintage Shops
Ribes-Tiphaine, Adrienne
Paperback
The Let Them Theory: A Life-Changing Tool That Millions of People Can't Stop Talking about
Robbins, Mel
Robbins, Sawyer
Hardcover
The Reverse Centaur's Guide to Life After AI: How to Think about Artificial Intelligence--Before It's Too Late
Doctorow, Cory
Paperback
The Risk Worth Taking: A Story of Breaking Free and Trading for a Life You Love
Ijeoma, Teri
Hardcover
Hbr's 10 Must Reads on Managing Yourself, Updated and Expanded (Featuring How Will You Measure Your Life? by Clayton M. Christensen)
Drucker, Peter F.
Gallo, Amy
Review, Harvard Business
Paperback
Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect
Guidara, Will
Hardcover
The Retire Sooner Method: The 5 Secrets Behind America's Happiest (and Unhappiest) Retirees
Moss, Wes
Hardcover
1873: The Rothschilds, the First Great Depression, and the Making of the Modern World
Ahamed, Liaquat
Hardcover
Hbr's 10 Must Reads on Mental Toughness, Updated and Expanded (Featuring How to Stop Worrying about What Other People Think of You by Michael Gervais)
Gervais, Michael
Duckworth, Angela L.
Review, Harvard Business
Paperback
The Goal: 40th Anniversary Edition: A Process of Ongoing Improvement
Cox, Jeff
Goldratt, Eliyahu M.
Paperback
Take Breaks, Work Better: Measure Impact, Not Hours, and Transform Your Profitability
Briggs, John
Paperback
How to Be a Rich Old Lady: Your Guide to Easy Investing, Building Wealth, and Creating the Wild, Beautiful Life You Want
Holden, Amanda
Hardcover
Crucial Conversations: Tools for Talking When Stakes Are High
Patterson, Kerry
Grenny, Joseph
McMillan, Ron
Paperback
How We Could: The Framework to Lead Without Drama, Build Alignment, and Call Teams to Greatness
Dorr, Alex
Hardcover
Money Unlocked: How to Make It, Keep It and Multiply It: The New York Times Bestseller
Lee, John
Paperback
Surrender to Lead: The Counterintuitive Approach to Driving Extraordinary Results
Terry, Joe
Kriegel, Jessica
Hardcover
The Freedom-Based Business Method: Reset, Systemize, and Realign Your Business to Live a Life of Harmony
Ellis, Natalie
Hardcover
Hbr's 10 Must Reads on Leadership, Updated and Expanded (Featuring Begin with Trust by Frances X. Frei and Anne Morriss)
Edmondson, Amy C.
Ibarra, Herminia
Review, Harvard Business
Paperback
The Courage to Commit: Embrace the Radical Power of Sticking with Something
East, Andrew
Johnson, Shawn
Hardcover
The Daily Stoic: 366 Meditations on Wisdom, Perseverance, and the Art of Living
Hanselman, Stephen
Holiday, Ryan
Hardcover
The Everywhere Millionaire: Who Is Really Rich in America and How They Got There
Zidar, Owen
Zwick, Eric
Hardcover
Who Moved My Cheese?: An A-Mazing Way to Deal with Change in Your Work and in Your Life
Johnson, Spencer
Hardcover
The Infinity Machine: Demis Hassabis, Deepmind, and the Quest for Superintelligence
Mallaby, Sebastian
Hardcover
The Millionaire Next Door: The Surprising Secrets of America's Wealthy
Danko, William D., PH. D.
Stanley, Thomas J., PH. D.
Paperback
Dummies Guide to Starting Your Own Business: Essential Steps to Launching and Scaling a Successful Small Business Venture
Press, Essywrites
Paperback
What the Heck Is Eos?: A Complete Guide for Employees in Companies Running on EOS
Bouwer, Tom
Wickman, Gino
Hardcover
The Mom Test: How to talk to customers & learn if your business is a good idea when everyone is lying to you
Fitzpatrick, Rob
Paperback
7-Figure Educator: Turn Your Experience as an Educator Into Income, Impact, and Freedom
Jordan-Thomas, Erica
Paperback
The Coaching Habit: Say Less, Ask More, and Change the Way You Lead Forever
Stanier, Michael Bungay
Paperback
Get Scalable: The Operating System Your Business Needs To Run and Scale Without You
Deiss, Ryan
Paperback
I Will Teach You to Be Rich: No Guilt. No Excuses. Just a 6-Week Program That Works (Second Edition)
Sethi, Ramit
Paperback
Confidence (HBR Emotional Intelligence Series)
Chamorro-Premuzic, Tomas
Review, Harvard Business
Kanter, Rosabeth Moss
Paperback
The Overthinker's Guide to Making Decisions: How to Make Decisions Without Losing Your Mind
Nguyen, Joseph
Hardcover
Never Split the Difference: Negotiating as If Your Life Depended on It
Voss, Chris
Raz, Tahl
Hardcover
Stop Asking for Referrals: Build a Magnetic Business Through Intentional Care & Real Relationships
McNally, Flor de Maria
Paperback
Twenty Minutes Is the New Hour: The Ambitious Woman's Guide to Doing Less and Achieving More
Hauser, Fran
Hardcover
Influence and Persuasion (HBR Emotional Intelligence Series)
Cialdini, Robert B.
Review, Harvard Business
Morgan, Nick
Paperback
Conversation: How to Connect with Anyone & Make Every Interaction Count
Van Edwards, Vanessa
Hardcover
Hábitos Atómicos: Cambios Pequeños, Resultados Extraordinarios / Atomic Habits
Clear, James
Paperback
Building Great Businesses: Create Momentum, Overcome Setbacks, and Scale with Confidence
Becker, Scott
Hardcover
A Guide to the Project Management Body of Knowledge (Pmbok(r) Guide) -- Eighth Edition and the Standard for Project Management
Project Management Institute
Paperback
Mindful Listening (HBR Emotional Intelligence Series)
Review, Harvard Business
Hougaard, Rasmus
Zenger, Jack
Paperback
Expecting Better: Why the Conventional Pregnancy Wisdom Is Wrong--and What You Really Need to Know
Oster, Emily
Paperback
A Little More Social: How Small Choices Create Unexpected Happiness, Health, and Connection
Epley, Nicholas
Hardcover
The Eureka Machine: Why AI Is the Key to Unlocking a New Era of Scientific Discoveries
Socher, Richard
Hardcover
Atlas of the Heart: Mapping Meaningful Connection and the Language of Human Experience
Brown, Brené
Hardcover
Crucial Accountability: Proven Skills to Build Trust, Address Disappointment, and Get Results, Third Edition
Grenny, Joseph
Hale, Justin
Patterson, Kerry
Hardcover
Getting to Yes: Negotiating Agreement Without Giving in
Fisher, Roger
Ury, William
Patton, Bruce
Paperback
Power and Impact (HBR Emotional Intelligence Series)
Bregman, Peter
Review, Harvard Business
Cable, Dan
Paperback
Take It Personal: How to Succeed by Building Relationships and Playing the Long Game
Grutman, David
Hardcover
Money to Burn: The Unvarnished Truth about Leon Black, Apollo, and the Rise of a New Wall Street
Cohan, William D.
Hardcover
The Algorithm: The Hypergrowth Formula That Transformed Tesla, Lululemon, General Motors, and Spacex
McNeill, Jon
Hardcover
Happiness (HBR Emotional Intelligence Series)
McKee, Annie
Gilbert, Daniel
Review, Harvard Business
Paperback
Feedback That Works: How to Build and Deliver Your Message, Second Edition
Center for Creative Leadership
Paperback
The Way of Excellence: A Guide to True Greatness and Deep Satisfaction in a Chaotic World
Stulberg, Brad
Hardcover
Mindfulness (HBR Emotional Intelligence Series)
Review, Harvard Business
Langer, Ellen
Goleman, Daniel
Paperback
Hbr's 10 Must Reads on Strategy, Updated and Expanded (Featuring the Five Competitive Forces That Shape Strategy by Michael E. Porter)
Porter, Michael E.
Kim, W. Chan
Review, Harvard Business
Paperback
7 Rules of Power: Surprising--But True--Advice on How to Get Things Done and Advance Your Career
Pfeffer, Jeffrey
Paperback
The Phoenix Project: A Novel about It, Devops, and Helping Your Business Win
Spafford, George
Kim, Gene
Behr, Kevin
Paperback
The AI Con: How to Fight Big Tech's Hype and Create the Future We Want
Hanna, Alex
Bender, Emily M.
Hardcover