[Webinar] The Nordstrom Way to Customer Service Excellence with Robert Spector
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Transcript of [Webinar] The Nordstrom Way to Customer Service Excellence with Robert Spector
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Create a Call Center in 5 Minuteswww.talkdesk.com
Robert SpectorRobert Spector ConsultingAuthor of The Nordstrom Way to Customer Service Excellence
How to be the Nordstrom of call centers
The Nordstrom Way to Customer Service Excellence
Talkdesk Customer Experience Webinar Series
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• Hot tubs • Tanning salons• Collision repair• Tree farms• Plumbers • Community policing
• Awards Stores• Dentists• Beverage dist.• Health care• Software• Sex shops• Garbage
The Nordstrom of…
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Do you want to be the Nordstrom of call centers?
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What does it entail to become
“The Nordstrom of Call Centers?
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It’s a complete, unwavering, uncompromising commitment to create a personalized customer
experience, every time.
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Every transaction, every touchpoint, is an opportunity to create a meaningful
moment, an emotional connection that will endure—
a relationship.
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Why is customer service generally terrible?
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Because companies focus on practices, not
on values.
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Values: principles or standards of behavior; one’s judgment of what is important in life.
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Values
Every successful and enduring organization adheres to a set of values that are non-negotiable.
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“Your beliefs become your thoughts,Your thoughts become your words,Your words become your actions,Your actions become your habits,Your habits become your values,
Your values become your destiny.”
− Mahatma Gandhi
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− Howard Schultz, Chairman & CEO, Starbucks
“Culture trumps strategy. You need strategy and execution, but if you’re
not aligned with shared values, that is not sustainable.”
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Nordstrom stays true to its culture,attracts people to that culture, and
compensates them accordingly.
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− James Collins, Author of “Built to Last” & “Good to Great”
“People always ask me, how do you teach core values? The answer is, you don’t.
“The goal is not to convince people to share your core values. The goal is to attract people
who already share your core values.”
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1 Respect2 Trust3 Communication &
Collaboration4 Awareness5 Loyalty
The Values
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“All I’m askin’ is for a little respect…”− Aretha Franklin
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“We need to think differently about how to serve the customer. This is why we believe that the customer remains the best filter we
have when it comes to every decision we make as a business.”
Respect
− Blake Nordstrom
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“Trust is the glue of life. It’s the most essential ingredient in effective
communication. It’s the foundational principle that
holds all relationships.”− Stephen Covey, “The 7 Habits of Highly Successful People” (1932-
2012)
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Communication & Collaboration
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“The single biggest problem in communication is the illusion that it has taken
place.”− George Bernard Shaw,
Irish playwright & Co-founder of the London School of Economics
(1905-1998)
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− Larry King, talk show host
“I’ve never learned anything
while I was talking.”
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Collaboration
− Ron Garan, astronaut
“After mutual respect and understanding are
achieved, it is possible to establish real, sincere
relationships, which are the foundation of a solid long-term collaboration.”
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“Personal ownership by all of our people has been key to our success, and our company’s
ability to persevere even through the toughest of times.”
Personal Ownership
− Blake Nordstrom
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Awareness
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Awareness
“It’s a matter of paying attention, being awake in the moment, and not expecting a payoff.
The magic in this world works in whispers and small kindnesses.”
− Charles de Lint, author
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Loyalty
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Employee Loyalty
“Some companies demand loyalty from personnel, but we felt that loyalty should first come from us to them. Loyalty is something
earned, not expected.”
− Elmer Nordstrom (1904-1993)
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Nordstrom has more than 62,000 employees.
For 20 years in a row, it has been selected as
one of “The Best Places to Work in America”.
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Customer Loyalty
38% of Nordstrom’s $14 billion in sales comes from customers who belong to the company’s
loyalty program.
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Loyalty program members “visit” Nordstrom 2X as
much as non-members and
spend 3X as much money.
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The sale is never over:
Cultivate, nurture and sustain the
relationship
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1 Respect2 Trust3 Communication &
Collaboration4 Awareness5 Loyalty
The Values
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And that is how you become
“The Nordstrom of Call Centers”
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www.talkdesk.comCreate a Call Center in 5 Minutes
Improve Customer Satisfaction with Phone Support
Kaan ErsunVP of Marketing
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www.talkdesk.comCreate a Call Center in 5 Minutes
Customers are mobile and use real-time, personalized services and demand real-time and personalized support and
customer service when issues arise.
Customer service expectations have changed
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www.talkdesk.comCreate a Call Center in 5 Minutes
Real-time, personalized conversations with customers: no hardware, coding or downloads
Talkdesk: Browser-based call center
Integrate with top business
tools
Easy to deploy, manage
and maintain
Empowers agents with
intuitive technology
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drive productivit
y
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www.talkdesk.comCreate a Call Center in 5 Minutes
Talkdesk helps growing companies provide superior customer service
Our customers
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Create a Call Center in 5 Minuteswww.talkdesk.com
Q&A
How to be the Nordstrom of call centers
The Nordstrom Way to Customer Service Excellence
Talkdesk Customer Experience Webinar Series
Robert SpectorRobert Spector ConsultingAuthor of The Nordstrom Way to Customer Service Excellence