September 2017
Intermediate to advanced
224 pages
4h 37m
English
book
The Nordstrom Way to Customer Experience Excellence, 3rd Edition
by Robert Spector, breAnne O. Reeves
Content preview from The Nordstrom Way to Customer Experience Excellence, 3rd Edition
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Communication and Collaboration
Our culture lives and breathes when we have communication flowing back and forth.
—Blake Nordstrom
Communication is the imparting or exchanging of information or news; a means of connection between people or places.
There is no communication without collaboration and vice versa. You can't have teamwork without communication. You can't have communication without teamwork. And without teamwork and communication you can't inspire and empower employees to take ownership.
The essence of communication and collaboration is the forthright exchange of information, ideas, opinions, disagreements, changes, and news (both good and bad). The results are a meaningful partnership based on shared goals and win‐win outcomes.
Research has shown that when employees don't feel well informed on their organization's goals and strategies, they experience increased stress, which weakens teamwork. That's a prime reason why daily communication is essential.
No matter what kind of domestic or international organization we've consulted with, virtually all of them admit that their biggest issue is communication. Any time there is more than one person involved, you have a communication challenge. Without clarity, respect, and trust, communication is impossible. Productive collaboration is a challenge because meaningful communication is so rare.
Is communication an issue in ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.