Home Page Icon
Home Page
Table of Contents for
Table of Contents
Close
Table of Contents
by breAnne O. Reeves, Robert Spector
The Nordstrom Way to Customer Experience Excellence, 3rd Edition
Cover
Title Page
Acknowledgments
Foreword
Introduction
Introduction to the Third Edition
The Customer Experience Conundrum
Becoming the Nordstrom of Your Industry
A Family Business, a Public Company
What Makes Nordstrom Unique?
Why a Third Edition?
Values
Research
Notes to the Reader
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
End User License Agreement
Search in book...
Toggle Font Controls
Playlists
Add To
Create new playlist
Name your new playlist
Playlist description (optional)
Cancel
Create playlist
Sign In
Email address
Password
Forgot Password?
Create account
Login
or
Continue with Facebook
Continue with Google
Sign Up
Full Name
Email address
Confirm Email Address
Password
Login
Create account
or
Continue with Facebook
Continue with Google
Prev
Previous Chapter
Cover
Next
Next Chapter
Title Page
Table of Contents
Cover
Title Page
Acknowledgments
Foreword
Introduction
Introduction to the Third Edition
The Customer Experience Conundrum
Becoming the Nordstrom of Your Industry
A Family Business, a Public Company
What Makes Nordstrom Unique?
Why a Third Edition?
Values
Research
Notes to the Reader
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
End User License Agreement
List of Illustrations
Chapter 1
Figure 1.1
Employee Handbook
Figure 1.2
Inverted Pyramid
Chapter 5
Figure 5.1
Inverted Pyramid
Chapter 8
Figure 8.1
One Nordstrom
Guide
Cover
Table of Contents
Begin Reading
Pages
C1
iii
iv
v
vi
ix
x
xi
xii
xiii
xv
xvi
xvii
xviii
xix
xx
xxi
xxii
xxiii
xxiv
xxv
xxvi
xxvii
xxviii
xxix
xxx
xxxi
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
103
104
105
106
107
108
109
110
111
112
113
114
115
116
117
118
119
121
122
123
124
125
126
127
128
129
130
131
132
133
134
135
136
137
139
140
141
142
143
144
145
146
147
148
149
150
151
152
153
154
155
156
157
158
159
160
161
162
163
164
165
166
167
168
169
170
171
172
173
174
175
176
177
178
179
180
181
182
183
184
185
186
187
188
189
190
191
192
E1
Add Highlight
No Comment
..................Content has been hidden....................
You can't read the all page of ebook, please click
here
login for view all page.
Day Mode
Cloud Mode
Night Mode
Reset