https://www.talkdesk.com/resources/webinars/ When it comes to customer service, what distinguishes the excellent from the mediocre? Customer service expert and corporate historian Robert Spector works with Fortune 500 companies to determine what their customers expect in an impeccable service experience. Register to learn: - How Nordstrom created a reputation of great customer service. - Ways to inspire customer loyalty and increase retention. - How the customer experience is directly related to the employee experience.

1. Create a Call Center in 5 Minutes
www.talkdesk.com
How to be the Nordstrom of call centers
The Nordstrom Way to
Customer Service Excellence
Talkdesk Customer Experience Webinar Series

3. • 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…

4. Do you want to be the Nordstrom of
call centers?

5. What does it entail to
become
“The Nordstrom of
Call Centers?

6. It’s a complete, unwavering,
uncompromising commitment to create a
personalized customer experience, every
time.

7. Every transaction, every touchpoint, is an
opportunity to create a meaningful moment, an
emotional connection that will endure—
a relationship.

8. Why is customer service
generally terrible?

9. Because companies focus
on practices, not on values.

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

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

12. “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

13. − 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.”

14. Nordstrom stays true to its culture,
attracts people to that culture, and
compensates them accordingly.

15. − 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.”

16. 1 Respect
2 Trust
3 Communication & Collaboration
4 Awareness
5 Loyalty
The Values

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

18. “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

19. “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)

20. Communication & Collaboration

21. “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)

22. − Larry King, talk show host
“I’ve never learned
anything
while I was talking.”

23. 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.”

24. “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

27. Awareness

29. 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

30. Loyalty

31. 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)

32. 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”.

33. Customer Loyalty
38% of Nordstrom’s $14 billion in
sales comes from customers who
belong to the company’s loyalty
program.

34. Loyalty program
members “visit”
Nordstrom 2X as much
as non-members and
spend 3X
as much money.

35. The sale is never over:
Cultivate, nurture and
sustain the relationship

36. 1 Respect
2 Trust
3 Communication & Collaboration
4 Awareness
5 Loyalty
The Values

37. And that is how
you become
“The Nordstrom of
Call Centers”

38. www.talkdesk.comCreate a Call Center in 5 Minutes
Improve Customer Satisfaction with Phone Support
Kaan Ersun
VP of Marketing

39. www.talkdesk.com
Create 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

40. www.talkdesk.com
Create a Call Center in 5 Minutes
Real-time, personalized conversations with customers: no hardware, coding or downloads
Talkdesk: Browser-based call center
Integrate
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41. www.talkdesk.com
Create a Call Center in 5 Minutes
Talkdesk helps growing companies provide superior customer service
Our customers

42. Create a Call Center in 5 Minutes
www.talkdesk.com
Q&A
How to be the Nordstrom of call centers
The Nordstrom Way to
Customer Service Excellence
Talkdesk Customer Experience Webinar Series