[webinar] the nordstrom way to customer service excellence with robert spector

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

• 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…

Do you want to be the Nordstrom of call centers?

What does it entail to become

“The Nordstrom of Call Centers?

It’s a complete, unwavering, uncompromising commitment to create a personalized customer

experience, every time.

Every transaction, every touchpoint, is an opportunity to create a meaningful

moment, an emotional connection that will endure—

a relationship.

Why is customer service generally terrible?

Because companies focus on practices, not

on values.

Values: principles or standards of behavior; one’s judgment of what is important in life.

Values

Every successful and enduring organization adheres to a set of values that are non-negotiable.

“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

− 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.”

Nordstrom stays true to its culture,attracts people to that culture, and

compensates them accordingly.

− 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.”

1 Respect2 Trust3 Communication &

Collaboration4 Awareness5 Loyalty

The Values

“All I’m askin’ is for a little respect…”− Aretha Franklin

“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

“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)

Communication & Collaboration

“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)

− Larry King, talk show host

“I’ve never learned anything

while I was talking.”

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.”

“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

Awareness

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

Loyalty

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)

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”.

Customer Loyalty

38% of Nordstrom’s $14 billion in sales comes from customers who belong to the company’s

loyalty program.

Loyalty program members “visit” Nordstrom 2X as

much as non-members and

spend 3X as much money.

The sale is never over:

Cultivate, nurture and sustain the

relationship

1 Respect2 Trust3 Communication &

Collaboration4 Awareness5 Loyalty

The Values

And that is how you become

“The Nordstrom of Call Centers”

www.talkdesk.comCreate a Call Center in 5 Minutes

Improve Customer Satisfaction with Phone Support

Kaan ErsunVP of Marketing

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

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

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Easy to deploy, manage

and maintain

Empowers agents with

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Automated workflows

drive productivit

y

www.talkdesk.comCreate a Call Center in 5 Minutes

Talkdesk helps growing companies provide superior customer service

Our customers

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