The Nordstrom way to customer experience excellence : creating a values-driven service culture / Robert Spector & Breanne O. Reeves.

Format:

Sound recording

Author/Creator:

Spector, Robert, 1947- author.

Reeves, Breanne O., 1980- author.

Contributor:

Menasche, Steven, narrator.

Standardized Title:

Nordstrom way to customer service excellence

Language:

English

Subjects (All):

Nordstrom (Firm)--Management.

Nordstrom (Firm).

Customer services--United States--Handbooks, manuals, etc.

Customer services.

Department stores--United States--Management.

Department stores.

Physical Description:

1 online resource (1 sound file (5 hr., 55 min.))

Edition:

Third edition.

Place of Publication:

Rego Park : Ascent Audio, 2024.

[Place of publication not identified] : Ascent Audio, [2024]

System Details:

audio file

Summary:

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.

Participant:

Narrator: Steve Menasche.

Notes:

3.

OCLC-licensed vendor bibliographic record.

ISBN:

9781663730930

OCLC:

1477966707