The Nordstrom Way to Customer Service Excellence

"The Nordstrom Way to Customer Service Excellence" is a book written by Robert Spector and Patrick D. McCarthy that explores the customer service philosophy and practices of Nordstrom, one of America's most successful retailers. The book provides insights into the Nordstrom approach to customer service, and how it has enabled the company to build a loyal customer base and achieve sustained success. 

The authors begin by describing the history and culture of Nordstrom, and how the company's founders, John W. Nordstrom and Carl F. Wallin, instilled a customer-centric culture from the very beginning. The book then outlines the Nordstrom customer service model, which is based on four key principles:

1. providing exceptional service,
2. offering quality merchandise,
3. creating a pleasant shopping environment, and
4. ensuring customer satisfaction. 

The authors provide numerous examples of how Nordstrom employees go above and beyond to provide exceptional service to their customers. They describe how employees are empowered to make decisions and take ownership of customer problems, and how they are trained to anticipate customer needs and provide personalised service. The book also provides practical advice on how to hire and train employees to deliver exceptional service, and how to measure and track customer satisfaction. 

One of the key themes of the book is the importance of building trust with customers. The authors describe how Nordstrom has built a reputation for honesty and integrity, and how this has enabled the company to earn the trust and loyalty of its customers. They provide practical advice on how to build trust with customers, such as by being transparent and authentic in all communications, and by always putting the customer's needs first. 

Another important aspect of the book is the focus on creating a culture of service excellence throughout the organisation. The authors describe how Nordstrom has created a culture where every employee is focused on delivering exceptional service, and how this has enabled the company to build a sustainable competitive advantage. They provide practical advice on how to create a culture of service excellence, such as by setting clear expectations and providing regular feedback and coaching to employees. 

Throughout the book, the authors provide numerous examples of how Nordstrom has successfully implemented their principles and practices, and how this has enabled the company to achieve sustained success. They also include case studies and real-world examples to illustrate the key concepts and provide practical insights for businesses looking to improve their customer service. 

One of the unique aspects of the book is the authors' emphasis on the importance of innovation in customer service. The authors describe how Nordstrom is constantly innovating and finding new ways to delight its customers, such as by offering new services and technologies. They provide practical advice on how to foster a culture of innovation, and how to identify and implement new service ideas. 

Overall, "The Nordstrom Way to Customer Service Excellence" is a comprehensive and practical guide to creating a customer-centric culture and delivering exceptional service. The book is based on the real-world experiences of one of America's most successful retailers, and the authors' insights and advice are backed up by numerous examples and case studies. The book is a must-read for any business leader or manager who is looking to differentiate their company through exceptional customer service. 

The key takeaways from this book 

1. Nordstrom's customer service culture is centred around empowering employees to go above and beyond to make customers happy. This means giving employees the autonomy to make decisions and solve problems on their own, without needing to constantly seek approval from managers. 

2. Nordstrom places a strong emphasis on hiring the right people and has a rigorous hiring process designed to identify individuals who are passionate about providing exceptional customer service. They also prioritise ongoing training and development for employees to ensure they have the skills and knowledge they need to deliver great service. 

3. Nordstrom's approach to customer service is focused on building long-term relationships with customers, rather than just completing individual transactions. This means prioritising the customer's needs and preferences and going the extra mile to make them feel valued and appreciated. 

4. Nordstrom has a strong commitment to listening to customer feedback and using it to drive continuous improvement. They regularly collect customer feedback through surveys and other channels and use that information to identify areas where they can make improvements to the customer experience. 

5. Nordstrom's customer service culture is rooted in a set of core values that guide everything they do, including providing excellent customer service. These values include putting the customer first, being results-oriented, and operating with integrity and respect. By living these values every day, Nordstrom has built a culture of service excellence that sets them apart from competitors.