The Nordstrom Way to Customer Experience Excellence, 3rd Edition

Foreword

As a Seattle native, I've had a front‐row seat to Nordstrom's growth from our little corner of the world to 39 states, three Canadian provinces, and one commonwealth, while earning an international reputation (with online customers in almost 100 countries!) for providing the gold standard in customer service experience.

I've had the pleasure of knowing several members of the Nordstrom family and I've expressed to them my admiration for how they conduct their business. Nordstrom, like Starbucks, exemplifies our Northwest values that combine competitiveness with caring.

In our hypercompetitive, ever‐changing, ever‐challenging retail world, where concepts come and go and where competitors rise and fall, how has Nordstrom been able to survive and thrive for almost 120 years? Robert Spector and breAnne O. Reeves provide the simple answers to this existential question.

As the subtitle indicates, this is a book about creating a values‐driven, service‐obsessed corporate culture that encourages, motivates, rewards, recognizes, and compensates employees to consistently deliver a world‐class experience to customers, one customer at a time.

As the world economy becomes more and more about relationships and connections that are built on the foundation of trust and respect, Nordstrom's principles of personal leadership are more important and relevant than ever.

At Starbucks, we believe what Nordstrom believes: The employee experience determines the customer experience. If you regard ...