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The Nordstrom Way to Customer Experience Excellence, 3rd Edition
- Creating a Values-Driven Service Culture
- Narrado por: Eric Pollins
- Duración: 6 h y 14 m
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Resumen del Editor
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, listeners will find:
- Suggestions 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 channels
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Amaze Every Customer Every Time
- 52 Tools for Delivering the Most Amazing Customer Service on the Planet
- De: Shep Hyken
- Narrado por: Joe Bronzi
- Duración: 5 h y 26 m
- Versión completa
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You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business - in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top 10 customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction.
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Every business cliche you have ever heard in 52 easy steps
- De Scott J. Jones MD en 01-24-18
De: Shep Hyken
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Delivering Happiness
- A Path to Profits, Passion, and Purpose
- De: Tony Hsieh
- Narrado por: Tony Hsieh
- Duración: 8 h y 17 m
- Versión completa
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In this, his first audiobook, Tony Hsieh - the widely admired CEO of Zappos, the online shoe retailer -explains how he created a unique culture and commitment to service that aims to improve the lives of its employees, customers, vendors, and backers. Using anecdotes and stories from his own life experiences, and from other companies, Hsieh provides concrete ways that companies can achieve unprecedented success.
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Delivering Spin
- De Marc L. Mintz en 08-06-10
De: Tony Hsieh
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The Effortless Experience
- Conquering the New Battleground for Customer Loyalty
- De: Matthew Dixon, Nick Toman, Rick DeLisi
- Narrado por: Matthew Dixon, Nick Toman, Rick DeLisi
- Duración: 6 h y 37 m
- Versión completa
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In their acclaimed best seller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted many longstanding myths about sales. Now they've turned their research and analysis to a new vital business subject - customer loyalty - with a new book that turns the conventional wisdom on its head. The idea that companies must delight customers by exceeding service expectations is so entrenched that managers rarely even question it. They devote untold time, energy, and resources to trying to dazzle people and inspire their undying loyalty.
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If you are a CXer, you have to read/listen to it
- De Shirley Campbell en 05-26-23
De: Matthew Dixon, y otros
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The Customer Rules
- The 39 Essential Rules for Delivering Sensational Service
- De: Lee Cockerell
- Narrado por: Lee Cockerell
- Duración: 3 h y 59 m
- Versión completa
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The former EVP of Walt Disney World shares indispensible rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business - any business - depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40-plus-year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the rules for serving customers so well they'll never want to do business with anyone but you.
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Content is Great but Narrator Puts You to Sleep
- De Anonymous User en 08-30-18
De: Lee Cockerell
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The New Gold Standard
- 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company
- De: Joseph A. Michelli
- Narrado por: Joseph A. Michelli, Tom Parks
- Duración: 8 h y 12 m
- Versión completa
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The New Gold Standard takes you on an exclusive tour behind the scenes of The Ritz-Carlton Hotel Company. Granted unprecedented access to the company's executives, staff, and its award-winning Leadership Center training facilities, bestselling author Joseph Michelli explored every level of leadership within the organization.
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Very good information
- De Sand Storm IR.Tools Technology en 09-06-15
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Rules for Radicals
- A Practical Primer for Realistic Radicals
- De: Saul D. Alinsky
- Narrado por: Scott Lange
- Duración: 7 h y 17 m
- Versión completa
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First published in 1971, Rules for Radicals is Saul Alinsky's impassioned counsel to young radicals on how to effect constructive social change and know "the difference between being a realistic radical and being a rhetorical one."
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Horrifying
- De Doug en 09-27-15
De: Saul D. Alinsky
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Amaze Every Customer Every Time
- 52 Tools for Delivering the Most Amazing Customer Service on the Planet
- De: Shep Hyken
- Narrado por: Joe Bronzi
- Duración: 5 h y 26 m
- Versión completa
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General
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Narración:
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Historia
You must deliver an amazing customer experience. Why? It is the competitive edge of new-era business - in any market and any economy. Renowned customer experience expert Shep Hyken explains how consistently amazing customers through stellar service can elevate your company from good to great. All transformations require a role model, and Shep has found the perfect role model to inspire your team: Ace Hardware. Ace was named as one of the top 10 customer service brands in America by Businessweek and ranked highest in its industry for customer satisfaction.
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Every business cliche you have ever heard in 52 easy steps
- De Scott J. Jones MD en 01-24-18
De: Shep Hyken
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Delivering Happiness
- A Path to Profits, Passion, and Purpose
- De: Tony Hsieh
- Narrado por: Tony Hsieh
- Duración: 8 h y 17 m
- Versión completa
-
General
-
Narración:
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Historia
In this, his first audiobook, Tony Hsieh - the widely admired CEO of Zappos, the online shoe retailer -explains how he created a unique culture and commitment to service that aims to improve the lives of its employees, customers, vendors, and backers. Using anecdotes and stories from his own life experiences, and from other companies, Hsieh provides concrete ways that companies can achieve unprecedented success.
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Delivering Spin
- De Marc L. Mintz en 08-06-10
De: Tony Hsieh
Lo que los oyentes dicen sobre The Nordstrom Way to Customer Experience Excellence, 3rd Edition
Calificaciones medias de los clientesReseñas - Selecciona las pestañas a continuación para cambiar el origen de las reseñas.
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- dana perone
- 03-03-22
BRINGING YOUR CUSTOMER SERVICE TO NEW HEIGHTS
Great book !!! Very informative on the ground roots of customer service as well as building relationships with your customers .
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- The KING
- 01-06-20
Best book on Nordstrom
I work here and I can attest to the statements made in this book.
I love working for Nordstrom
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- Carrie Brinton
- 01-02-19
Inspiring
Very inspiring story about a very intriguing family. The story gets a little redundant after a while. It would be good to have it more principle based rather than just a whole lot of stories. But it provides a lot of food for thought on how to create a true customer focused business.
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- Amazon Customer
- 12-30-20
A truly exceptional book worthy of 5 stars.
If you need customer service in your workplace then this is required reading. Nordstrom has forgotten more about customer service than most will ever know. They are experts yet eternally humble.
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- steven
- 02-27-24
Trust Builds a Team
This book confirms your theory that trust and individual empowerment are the foundation of a successful team.
If you work/interact with people this book will sharpen your interpersonal skills and EQ.
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- B
- 08-09-18
Great tips from a great company
This audio book offers some helpful tips on what makes Nordstrom a great, customer-service-obsessed company. I enjoyed hearing about the company's history and how the Nordstrom family still plays an active role in the business.. The narrator's voice was very clear and enjoyable. I recommend this title to anyone interested in learning ways to enhance customer-service at their own company.
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- Michael M Sayers
- 04-06-18
A must have for the GM
This book is inspirational and packed full of usable knowledge that can take any team from good to great!
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- Anonymous User
- 04-30-18
great listen, great ideas
loved every minute. entertaining, informative and logical. highly recommend it to anyone in retail o service industry
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- Rahat Choudhury
- 09-26-22
infomercial that's all
everything is great! they do it the best and on and on. I get the message but this could have even sumed up in couple pages.
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