Description
Discover the transformative strategies of outstanding customer service in 'The Nordstrom Way to Customer Experience Excellence'. This newly revised edition explores the essential values and principles that have made Nordstrom a model for customer service across industries. With insights drawn from interviews with senior executives and family members, this book sheds light on how a culture of respect, trust, and empowerment can turn employees into customer experience champions. Designed for any organization looking to enhance their customer interaction, this edition reveals how to cultivate an employee experience that translates into extraordinary service. Embrace the secrets behind Nordstrom's legendary success, which has withstood market changes since 1901, and learn how your business can implement these strategies to thrive in today's fast-paced, tech-driven world. Don't miss the chance to elevate your organization by fostering a commitment to service excellence, ensuring that all customers enjoy a seamless, personalized experience. With 224 thought-provoking pages published by John Wiley & Sons Inc, this vital resource is essential reading for anyone dedicated to enhancing customer and employee relationships. Shipping is free, and please allow up to 6 weeks for delivery. Once your order is placed, it cannot be cancelled. Condition: BRAND NEW, ISBN: 9781119375357, Year: 2017.
Note: Shipping for this item is free. Please allow up to 6 weeks for delivery. Once your order is placed, it cannot be cancelled.
Condition: BRAND NEW
ISBN: 9781119375357
Year: 2017
Publisher: John Wiley & Sons Inc (US)
Pages: 224
Description:
"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
Note: Shipping for this item is free. Please allow up to 6 weeks for delivery. Once your order is placed, it cannot be cancelled.
Condition: BRAND NEW
ISBN: 9781119375357
Year: 2017
Publisher: John Wiley & Sons Inc (US)
Pages: 224
Description:
"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