The Nordstrom way to customer experience excellence creating a values-driven service culture
| Otros Autores: | , |
|---|---|
| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
Hoboken, New Jersey :
Wiley
2017.
|
| Edición: | Third edition |
| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009849071806719 |
Tabla de Contenidos:
- Intro
- 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
- The Physical Store Is Digitized
- Channel Agnostic
- Convenience/Time
- Reserve &
- Try in Store
- Rack
- What Is the Value of a Values-Driven Culture?
- 9 Give Back and Have Fun
- Store Openings
- Have Fun and Give Back
- Give Back
- Nordstrom Cares
- About RSi
- Index
- End User License Agreement.
