The Nordstrom way to customer experience excellence

• Verfasst von: Spector, Robert [VerfasserIn]
• Verfasst von: Reeves, Breanne O. [VerfasserIn]
• Titel: The Nordstrom way to customer experience excellence
• Titelzusatz: creating a values-driven service culture
• Mitwirkende: Menasche, Steven [ErzählerIn]
• Werktitel: Nordstrom way to customer service excellence
• Verf.angabe: Robert Spector & Breanne O. Reeves
• Ausgabe: Third edition.
• Verlagsort: [Place of publication not identified]
• Verlag: Ascent Audio
• E-Jahr: 2024
• Jahr: [2024]
• Umfang: 1 online resource (1 sound file (5 hr., 55 min.))
• Fussnoten: Online resource; title from title details screen (O'Reilly, viewed December 10, 2024)
• ISBN: 978-1-6637-3093-0
• ISBN: 1-6637-3093-8
• Datenträger: Online-Ressource
• Sprache: eng
• Sach-SW: Grands magasins ; États-Unis ; Gestion
• Form-SW: Audiobooks
• Form-SW: Livres audio
• K10plus-PPN: 1914058224
• K10plus-PPN:
  Universitätsbibliothek
• Lokale URL UB: Zum Volltext
• Lokale URL UB: Bibliothek der Medizinischen Fakultät Mannheim der Universität Heidelberg
• Bibliothek/Idn: UW / m4648213424
• Lokale URL Inst.: Zum Volltext

Abstract

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. 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 time-crunched customers who demand a convenient, seamless, 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.