The Nordstrom Way to Customer Experience Excellence

Creating a Values-Driven Service Culture

The Nordstrom Way to Customer Experience Excellence

Introduction -- Trust -- Respect -- Loyalty -- Awareness -- Humility -- Communication and collaboration -- Competition and compensation -- Innovation and adaptation -- Give back and have fun

The Nordstrom Way to Customer Service Excellence

The Handbook For Becoming the "Nordstrom" of Your Industry

The Nordstrom Way to Customer Service Excellence

The Nordstrom Way shows the direct link between empowering your employees and creating a long-term relationship with your customers. More businesses should follow Nordstrom's example. —Howard Schultz, Chairman, Starbucks Coffee Virtually every company wants to be the Nordstrom of their industry. Nordstrom is one of only five companies to make Fortune's "best companies to work for" and "most admired" list every year the surveys have been taken. Despite its position in the hard-hit retail sector, Nordstrom, with 193 stores in 28 states, never experienced a quarterly loss during the recent economic downturn. The Nordstrom Way to Customer Service, Second Edition explains what every business can learn from the world's most famous customer-service-driven company. New material in this revised edition includes: "How To Become The Nordstrom Of Your Industry" Tools for creating a customer-driven culture Chapters on Nordstrom's online customer service and the innovative social commerce features of its website Breakthroughs on Nordstrom's multi-channel approach to customer service Nordstrom follows a set of principles that has made it a leader in its industry. Discover what endears Nordstrom to its customers, and learn how to apply those same standards to your company.

Leadership

A Communication Perspective, Seventh Edition

Leadership

Leadership: A Communication Perspective has been at the forefront of university and college leadership courses for nearly three decades, providing a compelling, authoritative introduction to leadership as a communication-based activity. The new edition continues the tradition of excellence with an up-to-date treatment of theory and research combined with practical, real-world advice for improving communication competence and leadership effectiveness. Relevant: The authors profile contemporary leaders and organizations like Alibaba’s Jack Ma, Zappos’ Tony Hsieh, Facebook’s Sheryl Sandberg, Uber, The Container Store, Airbnb, Chipotle, the Waffle House, Nordstrom, and Google. Their presentation balances current scholarship and trends with historical perspectives to provide a fuller understanding of the study and practice of leadership. Comprehensive: Leadership and followership are examined in multiple contexts, including organizational leadership, public leadership, and leadership in groups and teams. Topics new to this edition include transcendent followership, the leadership skills approach, team coaching, escalation of commitment, invisible leadership, cultural intelligence, trigger events, and resilience. Full-featured: Self-Assessments measure readers’ perceptions of personal leadership skills, communication style, cultural intelligence, motivation to lead, and more. Case Studies examine leadership situations and pose thoughtful questions that prompt students to apply their experiences and understandings. Research Highlights summarize seminal and recent scholarship. Chapter Takeaways reinforce important concepts and action steps. Application Exercises offer abundant opportunities to explore, practice, and reflect on chapter content. Cultural Connections discuss leadership expectations and behaviors in other cultures. Leadership on the Big Screen correlates chapter concepts with the themes of popular films and documentaries.

Your Customer Rules!

Delivering the Me2B Experiences That Today's Customers Demand

Your Customer Rules!

What you need to know about your customers Now more than ever, every interaction you have with customers iscritical. Customers today have unlimited information at theirfingertips—and can influence the purchase decisions andbehaviors of millions of others. With this comes a shift in thebalance of power, and every company must come to terms with thefact that the customer is in control. Interacting with customers inthe way they want is an essential business strategy and in manyindustries, the key to business success. Executives still refer to B2B and B2C business models, as thoughcompanies control demand by going to customers with products andservices. But as Bill Price and David Jaffe (authors of The BestService is No Service) show, a new business model is emergingin which the customer directs the relationship. It is becoming aworld of "Me2B"—one in which the customer, not the business,dictates the terms of engagement. In order for your business tothrive, you must create positive experiences to fulfill a range ofcustomer needs. Though the mediums for customer engagement continuously evolve,Price and Jaffe show that customer needs remain unchanging. InYour Customer Rules!, they define a critical hierarchy ofseven needs that your company can meet and apply as amethodology. Throughout this practical guidebook, Price and Jaffe shareexamples of companies who succeed by meeting these seven needs,including Amazon, Apple, IKEA, Nordstrom, USAA, Shoes of Prey,Vente-Privee, and Yamato Transport, as well as those that didn't.Your Customer Rules! offers tailored advice for companies atevery stage, from nimble startups to legacy firms with establishedcustomer service practices—and everyone in between. With a simple, elegant solution for driving lasting value forcustomers, Your Customer Rules! is a clear guide forstrengthening customer relationships and competing on more thanprice. It is essential reading for executives at alllevels—business owners, marketing managers, and anyone whoworks directly with customers.

Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products and Your People

Leading the Starbucks Way: 5 Principles for Connecting with Your Customers, Your Products and Your People

Lead Your Business the Starbucks Way Foreword by Herve Humler, President and COO, The Ritz-Carlton Hotel Company, L.L.C. One of the best-recognized and admired brands in the world, Starbucks singlehandedly transformed the ordinary delivery of coffee into a cultural phenomenon--a result of the company’s exemplary leadership practices. Joseph Michelli, author of the Wall Street Journal, USA Today, and BusinessWeek bestseller The Starbucks Experience, explains that the international success of Starbucks begins with a promise: To inspire and nurture the human spirit--one person, one cup, and one neighborhood at a time. Michelli offers a perspective on the leadership principles that drove the iconic coffee company’s resurgence from serious setbacks during the economic downturn--one of the few true turnaround stories of this time. And the company continues to grow dramatically, entering new markets and channels with fresh products and technologies. In Leading the Starbucks Way, Michelli establishes five actionable principles that fuel long-term global sustainability at Starbucks and that can be used in any company, in any industry: Savor and Elevate Love to Be Loved Reach for Common Ground Mobilize the Connection Cherish and Challenge Your Legacy Leading the Starbucks Way is a penetrating look at the inner workings of one of today’s most successful brands. The company gave Michelli one-on-one access to a variety of employees (called partners) to write this book--from baristas to senior leaders, including Howard Schultz, chairman, president, and chief executive officer. In short, success is all about loving your product, loving your customers, and loving your employees. Sincerely. Without fail. Even in the face of business challenges. Praise for Leading the Starbucks Way “Michelli shows us how a small Seattle-based chain of coffee shops became one of the most beloved brands on the planet. So grab a cup of coffee, put your feet up, and read this book!” Ken Blanchard, coauthor of The One Minute Manager® and Leading at a Higher Level “Culture is everything! This fast-moving, fascinating book gives you countless practical ideas you can use immediately to create a company climate of inspiration and loyalty.” Brian Tracy, author of Full Engagement “Michelli identifies the principles by which Howard Schultz and his team passionately perform in a culture that loves, respects, and rewards suppliers, employees, customers, shareholders, and the community.” Robert Spector, author of The Nordstrom Way “Leading the Starbucks Way provides the key success factors of a lifestyle brand that is globally scaled, locally relevant, and powered by the passion of the Starbucks culture.” John Timmerman, PhD, Senior Strategist of Customer Experience and Innovation, Gallup "Organizational consultant Michelli serves up a new helping of the recipe for business success he offered in The Starbucks Experience." Kirkus Reviews

Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way

Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way

A Wall Street Journal bestseller Why are Mercedes-Benz customers so loyal and passionate? Because the people at Mercedes-Benz are Driven to Delight In his previous bestsellers--The Starbucks Experience, The New Gold Standard, and Prescription for Excellence--Joseph Michelli revealed customer experience practices and strategies of beloved businesses. Now, in this timely new book, he shares the greatest customer-driven insights behind one of the most iconic brand names in the world: Mercedes-Benz USA. DRIVEN TO DELIGHT reveals: How Mercedes-Benz USA launched a multi-year program to elevate their customer experience--even though their product was already “best in class.” How they activated people, improved processes, and deployed technology to emotionally engage customers. How the Mercedes-Benz approach can jump-start any customer-driven business—by accelerating your commitment to the customer experience. Filled with exclusive front-seat insights from Mercedes-Benz employees, eye-opening testimonials from passionate Mercedes-Benz fans, and solid nuts-and-bolts advice for creating your own consumer-aligned road map, Driven to Delight will help you retool your strategies, reignite your customers, and refuel your team for the long haul. Mercedes-Benz. The name alone conjures images of luxury, innovation, quality, and performance. But in today’s market, you need more than a world-class product to outpace the competition--which is why the executives at Mercedes-Benz USA set a course to create a customer experience in keeping with their legendary cars. This is the story of how an organization became Driven to Delight. It reveals the action plan Mercedes-Benz USA used to catapult the company to first place rankings in national customer satisfaction studies while at the same time growing sales and profits. With unprecedented access to company personnel, customer experience expert Joseph Michelli charts the journey the company took and identifies the all-important keys to driving delight in any customer-based organization. You’ll learn how to: Create a compelling vision for exceptional customer experiences Identify the ever changing wants, needs, and desires of your customer segments Map out your key customer journeys and high value contact points Effectively evaluate customer perceptions throughout their journey with you Resolve customer needs swiftly and constantly improve your delivery processes Link rewards and recognition to customer experience excellence throughout your organization These proven techniques are part of the Mercedes-Benz USA “Driven to Delight” culture which sets a new gold standard in customer service, employee engagement, and peak performance. You’ll find step-by-step strategies that can be customized to fit your business model and customer needs. You’ll discover invaluable tools like Vision Mapping, Customer Journey Wheels, Customer-Centric Strategy and Resource Planning Processes --plus 20 Key Questions you can use to diagnose your progress and steer your company in the right direction. Along the way, you’ll get a rare first-hand comprehensive view of a world-class company in action. You’ll see how a “best or nothing” organization became customer obsessed, mile after mile, year after year. Most importantly, you’ll learn how to ramp up your own customer experience, rev up your customer commitment, and take your customers on a journey that’s bound to delight--the Mercedes-Benz way. Joseph A. Michelli is an internationally sought-after speaker, author, and organizational consultant. His books include The Starbucks Experience, The New Gold Standard, The Zappos Experience, Leading the Starbucks Way, and Prescription for Excellence, which hit #1 on The New York Times, Wall Street Journal, and USA Today bestseller lists.

Fabled Service

Ordinary Acts, Extraordinary Outcomes

Fabled Service

As vice president and general manager of Nordstrom, Inc., for 12 years, Elizabeth Sanders made Nordstrom the benchmark against which any company, retail or otherwise, now measures itself. In Fabled Service, Sanders defines legendary service and explores the benefits and drawbacks of providing it to customers.