The Nordstrom Way to Customer Experience Excellence
In the age of the digital customer, the lessons of The Nordstrom Way are more important than ever. Customers want a seamless, painless, personal experience. The third edition of this classic book, from the world's leading expert on Nordstrom, explains what every organization can learn from the world's best customer service company.
The third edition includes 50% new material on creating a culture of customer service in the digital age, creating brand loyalty, empowering frontline representatives digitally and in person, leading through change and uncertainty, and combining brick-and-mortar with online experiences. ( More than 67 percent of customers who shop at Nordstrom.com return unwanted items to a Nordstrom store--even though the company does not charge postage and handling for returns. Stores are convenient.)
Available editions
Save this book
Save
OpenCourser helps millions of learners each year. People visit us to learn workspace skills, ace their exams, and nurture their curiosity.
Our extensive catalog contains over 50,000 courses and twice as many books. Browse by search, by topic, or even by career interests. We'll match you to the right resources quickly.
Find this site helpful? Tell a friend about us.
We're supported by our community of learners. When you purchase or subscribe to courses and programs or purchase books, we may earn a commission from our partners.
Your purchases help us maintain our catalog and keep our servers humming without ads.
Thank you for supporting OpenCourser.
