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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
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