The Nordstrom way to customer experience excellence : creating a values-driven service culture

Intro -- Title Page -- Table of Contents -- 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 -- 1 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 -- 2 Respect -- Respect for the Culture -- Respecting Colleagues -- Respecting Customers -- Beyond Sales -- Recognition -- 3 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 -- 4 Awareness -- "Heads-Up" Service -- Managers' Roles -- Making Memories -- Measure Both Feet -- Everyone Is in Customer Service -- The Diamond Story -- 5 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 -- 6 Communication and Collaboration -- Communicate, Communicate, Communicate -- Shared Leadership -- Face-to-Face Communication -- Hearing and Listening -- Collaboration: Teamwork -- Social Media: Communicating with Customers -- 7 Competition and Compensation -- Commissions -- Top Performers -- Customer Service and Commission Selling -- Cross-Selling -- Other Compensation -- Team Contests -- Teamwork -- 8 Innovation and Adaptation -- Customer Obsessed and Digitally Enabled -- A Legacy of Innovation and Adaptation -- Product Diversification -- What's Next?.