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

Description

Cover Title Page Copyright Contents Acknowledgments Foreword Introduction 1 Trust Trust Employees Trust from Customers Hiring Onboarding Reinforcing the Culture Find Your Own Way Empowerment Inverted Pyramid Trust Among Customers Return Policy Quality Center The Tire Story 2 Respect Respect for the Culture Respecting Colleagues Respecting Customers Beyond Sales Recognition 3 Loyalty A Career or a Launching Pad Diversity Leadership Model Best Places to Work A (Bob) Love Story Customer Loyalty/Sell a Relationship Customer Loyalty to a Salesperson Stories of Loyalty Vendor Loyalty 4 Awareness "Heads-Up" Service Managers' Roles Making Memories Measure Both Feet Everyone Is in Customer Service The Diamond Story 5 Humility Don't Be Cocky Starting at the Bottom Servant Leadership and the Inverted Pyramid What Nordstrom Owes to Its Employees New Markets Humility The Honest Truth Accessibility 6 Communication and Collaboration Communicate, Communicate, Communicate Shared Leadership Face-to-Face Communication Hearing and Listening Collaboration: Teamwork Social Media: Communicating with Customers 7 Competition and Compensation Commissions Top Performers Customer Service and Commission Selling Cross-Selling Other Compensation Team Contests Teamwork 8 Innovation and Adaptation Customer Obsessed and Digitally Enabled A Legacy of Innovation and Adaptation Product Diversification What's Next? Role of Stores The Physical Store Is Digitized Channel Agnostic Convenience/Time Reserve & Try in Store Rack What Is the Value of a Values‐Driven Culture? 9 Give Back and Have Fun Store Openings Have Fun and Give Back Give Back Nordstrom Cares About RSi Index EULA