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

ISBN-10: 1118076672

ISBN-13: 9781118076675

Edition: 2nd 2012

List price: $13.99 Buy it from $4.39
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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 Nordstrom Of Your Industry"Chapters on Nordstrom's online customer service and the innovative social commerce features of its websiteBreakthroughs on Nordstrom's multi-channel approach to customer serviceIncludes extensive new interviews with current top management and top sales peopleNordstrom followed a set of principles that led it to become a leader in its industry. Discover what endeared Nordstrom to its customers, and learn how to apply those same standards to your own company.
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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
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