Book club in a bag : The Nordstrom way to customer experience excellence : creating a values-driven service culture

**The fully revised and updated edition of the classic book about Nordstrom's extraordinary customer service**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—in every corner of the world. This is not a book about selling shoes or clothes or cosmetics or jewelry. It is a book about how underlying values such as respect, trust, compensation and, even fun, are the building blocks of a culture where employees are empowered to consistently deliver a world-class experience to customers. 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 tech-savvy, time-crunched customers who demand a convenient, seamless, painless, 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. 'The single most important reason we try to provide great service is this: It enables us to sell more,' says co-president Blake Nordstrom, great-grandson of the founder. 'The best way for our company to achieve results is to do what's best for the customer.' In this book, readers will find: * Suggestions for becoming the Nordstrom of your industry * The ten values that define a customer-driven culture * Lessons for providing superior service and experience across all channels The fully revised and updated edition of the classic book about Nordstrom's extraordinary customer service

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—in every corner of the world. This is not a book about selling shoes or clothes or cosmetics or jewelry. It is a book about how underlying values such as respect, trust, compensation and, even fun, are the building blocks of a culture where employees are empowered to consistently deliver a world-class experience to customers.

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 tech-savvy, time-crunched customers who demand a convenient, seamless, painless, 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.

'The single most important reason we try to provide great service is this: It enables us to sell more,' says co-president Blake Nordstrom, great-grandson of the founder. 'The best way for our company to achieve results is to do what's best for the customer.'

In this book, readers will find:

• Suggestions for becoming the Nordstrom of your industry
• The ten values that define a customer-driven culture
• Lessons for providing superior service and experience across all channels

"Top Ten Business Books For 2017" - Forbes The fully revised and updated edition of the classic book about Nordstrom's extraordinary customer service 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—in every corner of the world. This is not a book about selling shoes or clothes or cosmetics or jewelry. It is a book about how underlying values such as respect, trust, compensation and, even fun, are the building blocks of a culture where employees are empowered to consistently deliver a world-class experience to customers. 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 tech-savvy, time-crunched customers who demand a convenient, seamless, painless, 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. 'The single most important reason we try to provide great service is this: It enables us to sell more,' says co-president Blake Nordstrom, great-grandson of the founder. 'The best way for our company to achieve results is to do what's best for the customer.' In this book, readers will find: Suggestions for becoming the Nordstrom of your industry The ten values that define a customer-driven culture Lessons for providing superior service and experience across all channels Cover 1 Title Page 5 Copyright 6 Contents 9 Acknowledgments 11 Foreword 17 Introduction 21 1 Trust 35 Trust Employees 38 Trust from Customers 40 Hiring 43 Onboarding 44 Reinforcing the Culture 47 Find Your Own Way 49 Empowerment 51 Inverted Pyramid 53 Trust Among Customers 55 Return Policy 57 Quality Center 60 The Tire Story 61 2 Respect 65 Respect for the Culture 69 Respecting Colleagues 71 Respecting Customers 72 Beyond Sales 75 Recognition 76 3 Loyalty 83 A Career or a Launching Pad 86 Diversity 87 Leadership Model 89 Best Places to Work 90 A (Bob) Love Story 91 Customer Loyalty/Sell a Relationship 93 Customer Loyalty to a Salesperson 94 Stories of Loyalty 96 Vendor Loyalty 98 4 Awareness 101 "Heads-Up" Service 107 Managers' Roles 107 Making Memories 109 Measure Both Feet 113 Everyone Is in Customer Service 114 The Diamond Story 115 5 Humility 119 Don't Be Cocky 123 Starting at the Bottom 126 Servant Leadership and the Inverted Pyramid 127 What Nordstrom Owes to Its Employees 129 New Markets 130 Humility 131 The Honest Truth 132 Accessibility 133 6 Communication and Collaboration 137 Communicate, Communicate, Communicate 140 Shared Leadership 142 Face-to-Face Communication 143 Hearing and Listening 146 Collaboration: Teamwork 147 Social Media: Communicating with Customers 150 7 Competition and Compensation 155 Commissions 161 Top Performers 164 Customer Service and Commission Selling 165 Cross-Selling 167 Other Compensation 168 Team Contests 169 Teamwork 170 8 Innovation and Adaptation 173 Customer Obsessed and Digitally Enabled 175 A Legacy of Innovation and Adaptation 177 Product Diversification 178 What's Next? 179 Role of Stores 181 The Physical Store Is Digitized 182 Channel Agnostic 184 Convenience/Time 186 Reserve & Try in Store 188 Rack 189 What Is the Value of a Values‐Driven Culture? 191 9 Give Back and Have Fun 193 Store Openings 201 Have Fun and Give Back 202 Give Back 203 Nordstrom Cares 204 About RSi 209 Index 211 EULA 227 Title Page -- Table of Contents -- 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 "[This book explores 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--in every corner of the world. This is not a book about selling shoes or clothes or cosmetics or jewelry. It is a book about how underlying values such as respect, trust, compensation and, even fun, are the building blocks of a culture where employees are empowered to consistently deliver a world-class experience to customers. 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 tech-savvy, time-crunched customers who demand a convenient, seamless, painless, 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."-- Provided by publisher