In the age of the digital customer, the lessons of The Nordstrom Way are more important than ever. Customers want a seamless, painless, personal experience. The third edition of this classic book, from the worlds leading expert on Nordstrom, explains what every organization can learn from the worlds best customer service company. The third edition includes 50% new material on creating a culture of customer service in the digital age, creating brand loyalty, empowering frontline representatives digitally and in person, leading through change and uncertainty, and combining brick-and-mortar with online experiences. ( More than 67 percent of customers who shop at Nordstrom.com return unwanted items to a Nordstrom store--even though the company does not charge postage and handling for returns. Stores are convenient.)