Description
Book SynopsisTop 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 organizationin any industryin 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 expe
Table of Contents
Acknowledgments
Foreword (TBD)
Introduction
1 Trust
2 Respect
3 Loyalty
4 Awareness
5 Humility
6 Communication and Collaboration
7 Competition and Compensation
8 Innovation and Adaptation
9 Give Back and Have Fun
About RSi
