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The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture, 3rd Edition Audiobook, by BreAnne O. Reeves Play Audiobook Sample

The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture, 3rd Edition Audiobook

The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture, 3rd Edition Audiobook, by BreAnne O. Reeves Play Audiobook Sample
Release Date: November 26, 2024
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Read By: Steve Menasche Publisher: Ascent Audio Listen Time: at 1.0x Speed 4.00 hours at 1.5x Speed 3.00 hours at 2.0x Speed
Release Date: November 26, 2024
Format: Unabridged Audiobook ISBN: 9781663730923

Quick Stats About this Audiobook

Total Audiobook Chapters:

11

Longest Chapter Length:

53:23 minutes

Shortest Chapter Length:

09:14 minutes

Average Chapter Length:

32:14 minutes

Audiobooks by this Author:

1

Publisher Description

In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization—in any industry.

Nordstrom believes that the employee experience determines the customer experience, and that when you attract and reward people who are comfortable in a service-oriented culture, then everyone succeeds—both individually and collectively. No wonder Nordstrom is one of only five companies to make Fortune's "Best Companies to Work For" and "Most Admired" lists every year since those surveys have been taken.

With new interviews from senior Nordstrom executives and family members, the book explains how to successfully respond to today's time-crunched customers who demand a convenient, seamless, personal experience across all channels. Nordstrom gives its frontline people all the digital tools necessary to satisfy the customer—and your organization must do the same, if it wants to adapt. The authors show what it takes to earn brand loyalty, lead through change and uncertainty, and combine extraordinary brick-and-mortar with online experiences.

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About Steve Menasche

Steve Menasche is a conservatory-trained actor, musician, and martial artist who has toured the world with West Side Story, Jesus Christ Superstar, and the American Folk Theatre. As a voice actor, he has completed over 140 audiobooks and has been featured in national radio and television campaigns. As a musician, Steve records and performs with the San Francisco Free Jazz Collective.