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Reeves breAnne O.. The Nordstrom Way to Customer Experience Excellence
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
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
Respect
Respect for the Culture
Respecting Colleagues
Respecting Customers
Beyond Sales
Recognition
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
Awareness
“Heads‐Up” Service
Managers' Roles
Making Memories
Measure Both Feet
Everyone Is in Customer Service
The Diamond Story
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
Communication and Collaboration
Communicate, Communicate, Communicate
Shared Leadership
Face‐to‐Face Communication
Hearing and Listening
Collaboration: Teamwork
Social Media: Communicating with Customers
Competition and Compensation
Commissions
Top Performers
Customer Service and Commission Selling
Cross‐Selling
Other Compensation
Team Contests
Teamwork
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?
Give Back and Have Fun
Store Openings
Have Fun and Give Back
Give Back
Nordstrom Cares
About RSi
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My Nordstrom journey began in 1982, when I became the regular freelance correspondent in Seattle for Women's Wear Daily and the other trade newspapers that then comprised Fairchild Publications.
One of the first companies I wrote about was Nordstrom, which was then a strictly West Coast retail chain, but was beginning to gain a national reputation for its culture of customer service. As a native of New Jersey, whose first job out of college was writing retail advertising for Bamberger's department store (a division of Macy's), I was fascinated by the Nordstrom culture of taking care of the customer. I remain fascinated to this day.
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Deep and heartfelt thanks to:
My Nordstrom adventure began in 2009, when I met Robert Spector. After a successful run in the corporate sales and marketing world, I decided to venture out and start my own business(es). I swore that I would never sit through another sales training, keynote, or “sales rally” again. I swore I would never sell anything to anyone that they did not need.
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