Download The Nordstrom Way to Customer Experience Excellence, 3rd Edition: Creating a Values-Driven Service Culture AudioBook Free
The fully revised and updated edition of the common booklet about Nordstrom's incredible customer service. In this new edition of the management old classic, the creators explore in-depth the primary values of the culture which have made Nordstrom synonymous with famous customer service. These essential values have allowed Nordstrom to survive and adjust to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom strategy can be emulated by any corporation - in any industry - in every place of the world. This isn't a booklet about selling shoes or clothes or beauty products or jewelry. It is a book about how exactly underlying values such as value, trust, reimbursement and, even fun, are the building blocks of an culture where employees are empowered to consistently deliver a world-class experience to customers. Nordstrom thinks that the worker experience determines the customer experience, and that whenever you draw in 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 HELP" and "Most Admired" lists each year since those studies have been taken. With new interviews from mature Nordstrom executives and family, the book explains how to successfully respond to today's tech-savvy, time-crunched customers who demand a convenient, smooth, simple, personal experience across all programs. Nordstrom gives its frontline people all the digital tools essential to satisfy the customer - as well as your organization must do the same, if it needs to modify.The creators show what must be done to earn brand devotion, lead through change and doubt, and combine incredible brick-and-mortar with online experiences. 'The single most important reason we try to provide great service is this: It permits us to sell more,' says co-president Blake Nordstrom, great-grandson of the creator. 'The best way for our company to accomplish results is to do what's best for the customer.' On this book, listeners will find:
- Ideas for becoming the Nordstrom of your industry
- The 10 values that define a customer-driven culture
- Lessons for providing superior service and experience across all programs
