The Nordstrom Way to Customer Experience Excellence: Creating a Values–Driven Service Culture

"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.

Acknowledgments

Foreword (TBD)

Introduction

1 Trust

2 Respect

3 Loyalty

4 Awareness

5 Humility

6 Communication and Collaboration

7 Competition and Compensation

8 Innovation and Adaptation

9 Give Back and Have Fun

About RSi

ROBERT SPECTOR is co–founder of the RSi consultancy, bestselling author, international speaker, educator and advisor to organizations. He is also the author of Amazon.com: Get Big Fast and The Mom & Pop Store.

BREANNE O. REEVES is co–founder of the RSi consultancy, and has worked for over a decade in customer experience. She oversees application development and implementation to inspire and support clients as they begin the journey of becoming the Nordstrom of their industry. RSi has worked with Salesforce.com, Starwood Hotels, Federal Reserve Bank, Indeed, Kaiser Permanente, and many small–to–medium–sized organizations.