Monday, March 22, 2021 (4:30 pm - 5:30 pm)

WEBINAR LIVE
The Nordstrom way to customer experience excellence: creating a values-driven service culture



During this webinar, Robert Spector will analyse the core values that should guide a company in its relationship with its customers; then he will give a practical insight through the study of the "Nordstrom way" and its extraordinary customer service.
He will highlight the corporate culture values that have enabled Nordstrom to achieve excellence in customer service. These core values, actually, have allowed Nordstrom to survive and adapt to every change in the marketplace since 1901. Mr. Spector will then explain how Nordstrom's approach can be replicated in any organization and in any industry: values as respect, trust, compensation and even fun, are the foundation of a culture in which employees have the ability to deliver an excellent customer experience.
Specifically, the following topics will be addressed:

  • how to become the Nordstrom of your industry
  • the nine values that define a customer-focused culture
  • examples of how to provide excellent service and experience across different channels.

Speaker

Robert Spector

Book writer

Programme

March 22, 2021
4:30 pm - 5:10 pm Speech by Robert Spector
5:10 pm - 5:30 pm Discussion

Meeting documents

Nota informativa

WEBINAR LIVE
The Nordstrom way to customer experience excellence: creating a values-driven service culture

Nota informativa

Kit

WEBINAR LIVE
The Nordstrom way to customer experience excellence: creating a values-driven service culture

Kit

Documents

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The Nordstrom way to customer experience excellence: creating a values-driven service culture

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Rob Markey

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The leader's guide to corporate culture

Spencer Stuart

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Are you really innovating around your customers’ needs?

Sunil Gupta

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Speaking to customers in uncertain times

Grant Packard , Sarah G. Moore , Brent McFerran

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The Nordstrom way to customer experience excellence: creating a values-driven service culture

The Nordstrom way to customer experience excellence: creating a values-rriven service culture

Robert Spector , breAnne O. Reeves

<cite></cite><data><small>WEBINAR LIVE<br></small></data> 

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Stronger through adversity: world-class leaders share pandemic-tested lessons on thriving during the toughest challenges

Joseph A. Michelli

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Why we buy: the science of shopping. Updated and revised for the internet, the global consumer, and beyond

Paco Underhill Paco Underhill

<cite></cite><data><small>WEBINAR LIVE<br></small></data> 

The Nordstrom way to customer experience excellence: creating a values-driven service culture

How to work a room. The ultimate guide to making lasting connections in person and online

Susan RoAne