Robert Spector - The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture

1. Chapter 1
2. Chapter 5
3. Chapter 8

THIRD EDITION

ROBERT SPECTOR & BREANNE O. REEVES

Copyright 2017 by Robert Spector and breAnne O. Reeves. All rights reserved

Published by John Wiley & Sons, Inc., Hoboken, New Jersey.

Published simultaneously in Canada

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Library of Congress Cataloging-in-Publication Data:

Names: Spector, Robert, 1947 author. | Reeves, breAnne O., 1980 author.

Title: Nordstrom way to customer experience excellence : creating a values-driven service culture / Robert Spector, breAnne O. Reeves.

Other titles: Nordstrom way to customer service excellence

Description: Third edition. | Hoboken, New Jersey : John Wiley & Sons, Inc., [2017] | Earlier edition published as: The Nordstrom way to customer service excellence : a handbook for implementing great service in your organization. | Includes bibliographical references and index. | Identifiers: LCCN 2017019609 (print) | LCCN 2017033173 (ebook) | ISBN 9781119375371 (pdf) | ISBN 9781119375388 (epub) | ISBN 9781119375357 (pbk.)

Subjects: LCSH: Customer servicesUnited StatesHandbooks, manuals, etc. | Nordstrom (Firm)Management. | Department storesUnited StatesManagement.

Classification: LCC HF5415.5 (ebook) | LCC HF5415.5 .S626785 2017 (print) | DDC 658.8/12dc23

LC record available at https://lccn.loc.gov/2017019609

Cover Design: RSi

In loving memory of my parents,

Fred and Florence Spector,

who taught me The Spector Way:

Work hard, be good, do well.

R.S.

Thank you, Clara June Reynolds,

for reminding me every single day,

to stay silly, be nice, put others first,

enjoy life, and most importantly, have fun!

B.O.R.

Your beliefs