The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the "Nordstrom" of Your Industry
| Author | : | |
| Rating | : | 4.62 (942 Votes) |
| Asin | : | B0077FDB1Q |
| Format Type | : | |
| Number of Pages | : | 561 Pages |
| Publish Date | : | 2016-07-29 |
| Language | : | English |
DESCRIPTION:
For more information or to contact Robert, visit RobertSpector.PATRICK McCARTHY was with Nordstrom for more than thirty years and retired as the company's all-time top-performing salesperson.. He has written for the New York Times, the Wall Street Journal, and Sports Illustrated. ROBERT SPECTOR is a bestselling business book author, int
This book will give you everything you need to take your service culture to the next level. W. Marriott, Jr., Chairman and Chief Executive Officer, Marriott InternationalIf you want to become the Nordstrom of your industry, this is your guidebook. New material in this revised edition includes:New chapters on online customer service and the innovative social commerce features of Nordstrom's websiteBreakthroughs on Nordstrom's multichannel approach to customer serviceTools for creating a customer-driven cultureAnd more!. 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, Nordstrom never experienced a quarterly loss during the recent economic downturn. The payoff, as Nordstrom knows, is sustainable profits through the loyalty and evangelism of those you serve!"—Joseph Michelli, PhD
"This Company Just Gets It; The Nordstrom Way, Not As Easy As You'd Think." according to JP. This book, The Nordstrom Way, has been on my wishlist for a couple years and for the holidays I decided to buy it for myself. The book does a good job presenting the history and founding of the Nordstrom department store. The meat of this book, comes in discussing how Nordstrom really wow's their customers. Some could say there are other great companies out there that provide impeccable service, Marriott, Disney and even this website, Amazon.com. However, there's a difference between good customer service and going ab. Solid theories but GREAT examples This book focuses on how Nordstrom delivers their superior customer service, from hiring and training to rewards and compensation. The idea is that readers can learn from Nordstrom and apply some of those lessons to their own organizations. Some of the concepts are basic - hire great people, and give them the autonomy to make customers happy. But author Robert Spector goes into great detail about how Nordstrom really lives their beliefs, from preaching an inverted pyramid with customers at the top and senior managemen. Winning Strategy Janelle Truly great customer service companies don't advertise having great customer service. It is just known. Nordstrom is one of those few companies. Working there in college, I learned sales can be personally rewarding by building great relationships, which in turn helps you achieve high sales goals--all through customer service. This book rings true to the Nordstrom way and offers inside advice on customer service excellence and building a brand and reputation to stand above the competition. Your customers will appreciat
More businesses should follow Nordstrom's example. Discover what endears Nordstrom to its customers, and learn how to apply those same standards to your company.. The Nordstrom Way to Customer Service, Second Edition explains what every business can learn from the world's most famous customer-service-driven company.New material in this revised edition includes:"How To Become The Nordstrom Of Your Industry"Tools for creating a customer-driven cultureChapters on Nordstrom's online customer service and the innovative social commerce features of its websiteBreakthroughs on Nordstrom's multi-channel approach to customer serviceNordstrom follows a set of principles that has made it a leader in its industry. The Nordstrom Way shows the direct link between empowering your employees and creating a long-term relationship with your customers. 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. —Howard Schultz, Chairman, Starbucks Coffee Virtually every company wants to be the Nordstrom of their industry. Nordstrom is one of only five companies to make Fortune's "best companie