Nordstrom Way to Customer Service Excellence The Handbook for Becoming the 'Nordstrom' of Your Industry

Name: Nordstrom Way to Customer Service Excellence The Handbook for Becoming the 'Nordstrom' of Your Industry
Price: 3.45 USD
Availability: InStock
ISBN: 9781118076675

ISBN-10: 1118076672

ISBN-13: 9781118076675

Edition: 2nd 2012

Authors: Robert Spector, Patrick D. McCarthy

List price: $13.99

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Description:

Customer service best practices from the company that sets the standardVirtually 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 luxury 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.New material in this revised edition includes:A section on: "How To Become The…

Book details

List price: $13.99
Edition: 2nd
Copyright year: 2012
Publisher: John Wiley & Sons, Limited
Publication date: 4/27/2012
Binding: Paperback
Pages: 240
Size: 6.50" wide x 9.50" long x 0.75" tall
Weight: 0.792
Language: English



Introduction



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



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



Applications: How to Become the Nordstrom of Your Industry


Acknowledgments


Index