The Nordstrom Way to Customer Experience Excellence, 3rd Edition

Index

A

1. Ability magazine
2. Abinader, Eliza
3. Accessibility
   1. as component of humility
   2. “like-father-like-son” stories on being
4. Accountability
5. Adaptation
   1. to the channel agnostic customers
   2. definition of
   3. merging stores with online convenience
   4. need for brick-and-mortar stores to evolve through
   5. Nordstrom Rack store adaptation and innovation
   6. Nordstrom’s legacy of innovation and
   7. transitioning to a values-driven culture
   8. See also Innovation
6. Allen, Paul
7. Amazon.com: Get Big Fast (Spector)
8. Anniversary Sales (Nordstrom)
   1. on accommodating customer’s cancelled order during the
   2. golf carts provided to take customers to their cars during a
   3. as largest volume-driving event of the year
   4. social media for contacting customers before
9. Anytime, Anywhere (Dan Nordstrom)
10. Arias, Norma
11. Ash, Mary Kay
12. Asian Enterprise Magazine
13. Awareness
    1. Betsy Sanders on learning customer
    2. Bruce Nordstrom on salesperson’s need for
    3. customer service means getting to know customers as a person
    4. definition of
    5. The diamond story illustrating
    6. everyone involved in customer service and
    7. making memories stories
    8. manager’s roles and responsibilities for facilitating
    9. “measure both feet” as part of
    10. stories reflecting that “everyone” is customer service
    11. for understanding customer likes and dislikes

B

1. Baldwin, Terri
2. Barnes & Noble
3. “Beauty Bash” (Nordstrom)
4. Bender, Bob
5. Best’s Appeal, Inc.
6. B.F. Goodrich
7. Birchfield, Jan
8. Black Enterprise
9. Black, Ray
10. The Bob Love Story (Love)
11. Bonding leave for parents
12. Botched hair coloring story
13. Breast Prosthesis ...