{"product_id":"the-nordstrom-way-to-customer-experience-excellence","title":"The Nordstrom Way to Customer Experience Excellence","description":"\u003cp\u003e\"The stories in this book will convince you that your organization has the potential to become the Nordstrom of your industry.\"\u003cbr\u003e \u003cb\u003e—HOWARD BEHAR,\u003c\/b\u003e Retired President, Starbucks Coffee North America \u0026amp; Starbucks Coffee International  \u003c\/p\u003e\u003cp\u003e\u003cb\u003eTHE NORDSTROM WAY\u003c\/b\u003e  \u003c\/p\u003e\u003cp\u003e\"Culture and values drive Nordstrom's legendary customer experience. Spector and Reeves show how Nordstrom does it—and how your organization can do it, too.\"\u003cbr\u003e \u003cb\u003e—SHEP HYKEN,\u003c\/b\u003e customer service expert and \u003ci\u003eNew York Times\u003c\/i\u003e   bestselling author of \u003ci\u003eThe Amazement Revolution\u003c\/i\u003e  \u003c\/p\u003e\u003cp\u003e\u003cb\u003eLEARN HOW CORE CULTURAL VALUES HELP TO CREATE WORLD-CLASS CUSTOMER EXPERIENCES ACROSS ALL CHANNELS\u003c\/b\u003e  \u003c\/p\u003e\u003cp\u003eNordstrom has survived and thrived for almost 120 years by attracting nice, motivated people who buy into the company's values that support a culture of trust, empowerment, and continuous innovation in service to the customer. Nordstrom does not have a channel strategy; Nordstrom has a customer strategy, because today's consumers expect a seamless, painless experience with a personal touch—whether shopping digitally, physically, or a combination of both. Says Blake Nordstrom: \"Everything we do is through the lens of the customer—and how we can improve the customer experience.\"  \u003c\/p\u003e\u003cp\u003eThis all-new third edition has been completely recast to detail the essential values and customer-centered philosophy of the Nordstrom Way.  \u003c\/p\u003e\u003cul\u003e \u003cli\u003eThe employee experience determines the customer experience\u003c\/li\u003e \u003cli\u003eCommunication and collaboration create clarity and teamwork that enhance relationships with customers and co-workers\u003c\/li\u003e \u003cli\u003eInnovation and adaptation are the key values for surviving and thriving\u003c\/li\u003e \u003c\/ul\u003e  \u003cp\u003eWhatever your field of business, every organization has much to learn from the world's best customer experience company.\u003c\/p\u003e","brand":"breAnne O. Reeves","offers":[{"title":"Default Title","offer_id":42860032852029,"sku":"9781119375357","price":37.76,"currency_code":"AUD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0597\/7689\/2989\/files\/9781119375357_3ac3c78a-fcc4-4b92-b222-10bc6bdc8620.jpg?v=1767073104","url":"https:\/\/www.palmleaf.com.au\/products\/the-nordstrom-way-to-customer-experience-excellence","provider":"Palmleaf","version":"1.0","type":"link"}