Nordstrom Way to Customer Service Excellence The Handbook for Becoming the 'Nordstrom' of Your Industry
Edition: 2nd 2012
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 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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All the information you need in one place! Each Study Brief is a summary of one specific subject; facts, figures, and explanations to help you learn faster.
List price: $13.99
Copyright year: 2012
Publisher: John Wiley & Sons, Limited
Publication date: 4/27/2012
Size: 6.50" wide x 9.50" long x 0.75" tall
|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|
|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|