The Nordstrom Way to Customer Experience Excellence

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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.