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| Introduction | |
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| What Managers Can Do to Create Nordstrom-Style Service | |
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| The Nordstrom Story: How a Century of Family Leadership Created a Culture of Entrepreneurship, Consensus, and Service | |
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| Exercise: What Is Our Company's History? | |
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| Spreading the Service Culture: Publicly Celebrate Your Heroes; Promote from Within | |
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| Exercise: Tell the Story of Your Company's Heroes | |
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| Exercise: What Do We Stand For? | |
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| Line Up and Cheer for Your Customer: Create an Inviting Place to Do Business | |
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| Exercise: You're the Customer | |
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| Exercise: Call Your Company | |
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| Exercise: Surf Your Company's Web Site | |
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| How Can I Help You? Provide Your Customers with Lots of Choices | |
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| Exercise: Expand Your Customers' Choices | |
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| Part II | |
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| Nordstrom's #1 Customer Service Strategy: Hire the Smile | |
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| Exercise: Hiring Questionnaire | |
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| That's My Job: Empower Employees to Act Like Entrepreneurs to Satisfy the Customer | |
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| Exercise: What Does Empowerment Mean? | |
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| Exercise: Empowering Compensation | |
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| Dump the Rules: Tear Down the Barriers to Exceptional Customer Service | |
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| Exercise: Examine Your Rules | |
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| This Is How We Do It: Manage, Mentor, and Maintain Great Employees | |
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| Exercise: How Do We Develop Our Employees? | |
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| Recognition, Competition, and Praise: Create a Sustainable, Emotional Bond with Your Employees | |
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| Exercise: Praising Your Employees | |
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| Exercise: Organize Recognition Meetings | |
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| Exercise: Make Your Company Special | |
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| Exercise: Goal Setting | |
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| Exercise: Customer Feedback: Letters | |
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| What Employees Can Do to Create Nordstrom-Style Service | |
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| Sell the Relationship: How Frontline Salespeople Create Lifetime Customers | |
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| Exercise: Measuring Both Feet | |
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| Exercise: Tracking Spheres of Influence | |
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| Exercise: Rewarding Vendors and Suppliers | |
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| The Sale Is Never Over: Secrets of Nordstrom's All-Time Top-Performing Salesperson | |
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| Exercise: Create Your Own System | |
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| Exercise: Get Feedback from the Customer | |
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| Play to Win: Encourage Teamwork and Team Competitions at Every Level of Your Organization | |
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| Exercise: Team Achievement | |
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| Exercise: Teamwork Requirements | |
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| Exercise: Ethical Behavior | |
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| Exercise: Ownership | |
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| Exercise: Heroics | |
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| Appendix Nordstrom Heroics: Inspirational Tales of Teamwork and Legendary Customer Service | |
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| Notes | |
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| Index | |