The Nordstrom Way To Customer Service Excellence, 2Nd Ed
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The Nordstrom Way To Customer Service Excellence, 2Nd Ed

The Nordstrom Way To Customer Service Excellence, 2Nd Ed


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About the Book

Virtually every company wants to be the Nordstrom of their industry. Nordstrom is one of only five companies to make Fortune's "best companies to work for" and "most admired" list every year the surveys have been taken. Despite its position in the hard-hit retail sector, Nordstrom, with 193 stores in 28 states, never experienced a quarterly loss during the recent economic downturn. The Nordstrom Way to Customer Service, Second Edition explains what every business can learn from the world's most famous customer-service-driven company.

About the Author

Robert Spector is is a popular speaker on customer service, and "How to Become the Nordstrom of Your Industry". His audiences have included Cadillac, Pfizer, Wells Fargo and the Red Cross. He has written for The New York Times, the Wall Street Journal, USA Today, Women's Wear Daily, and Sports Illustrated. Patrick McCarthy was with Nordstrom for more than thirty years, and was one of the top performing salespeople in the company.



Table of Contents:
PHASE I: Culture · Tell the Story: How Nordstrom Became Nordstrom · Hire With Care: Finding the Right Fit for the Culture · Nurture the Nordie: Mentor, Support, Praise, Recognize, and Reward · Empower Entrepreneurs to Own the Customer Experience · Compensate According to Results · Communication and Teamwork: We're All in the Customer Service Department · Citizen Nordstrom: Doing Well, Doing Good PHASE II: Experience · Create an Inviting Place: Brick-and-Mortar Still Matters · Touchpoints: Multichannel Customer Service · The Sale Is Never Over: Establish, Nurture, and Sustain Long-Term Relationships With Your Customers PHASE III: Applications: How to Become the Nordstrom of Your Industry Acknowledgments Index


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Product Details
  • ISBN-13: 9788126536467
  • Publisher: Wiley India Pvt Ltd
  • Binding: Paperback
  • Language: ENGLISH
  • ISBN-10: 8126536462
  • Publisher Date: 2012
  • Edition: 2
  • No of Pages: 240

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