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

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 whe...