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The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture

3.82  ·  Rating details ·  66 ratings  ·  3 reviews

"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

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Kindle Edition, 225 pages
Published August 30th 2017 by Wiley
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Bob Little
Apr 04, 2018 rated it it was amazing
A must read for anyone who owns their own business , in sales , or some type of management position . An inside look at what makes Nordstrom’s so successful, how their primary focus in the Customer , and how they make the company a fun , competitive place to achieve growth and market share , while maintaining Social responsibility.
Kevin Nardone
Jun 18, 2018 rated it really liked it
Insightful view into a well known brand and its way of business.

This book contains many tidbits of a successful “customer first mentality” including stories and examples. While it begins to get repetitive and drag towards the later sections, this is a great read for anyone who interfaces with customers or manages sellers as part of their profession.
Kris Yonushka
Dec 26, 2019 rated it it was amazing
Business culture handbook

This should be read by every business student, entrepreneur, or executive leadership (or any level). The values and culture instilled by this organization should be the precedent for anyone looking for success, especially in a customer service aspect.
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Robert Spector is an author of business books, consultant and motivational speaker focusing on customer service.

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