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The Nordstrom Way to Customer Service Excellence : the Handbook For Becoming the "Nordstrom" of Your Industry
Author
Title
The Nordstrom Way to Customer Service Excellence : the Handbook For Becoming the "Nordstrom" of Your Industry.
ISBN
9781118222669
1118222660
9781118236536
111823653X
9781118243091
1118243099
9781280589768
1280589760
9781118076675
1118076672
Edition
2nd ed.
Published
Hoboken : John Wiley & Sons, 2012.
Physical Description
1 online resource (xvi, 224 pages) : illustrations
Local Notes
Access is available to the Yale community.
Access and use
Access restricted by licensing agreement.
Summary
The Nordstrom Way shows the direct link between empowering your employees and creating a long-term relationship with your customers. More businesses should follow Nordstrom's example.--Howard Schultz, Chairman, Starbucks CoffeeVirtually 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 retail sector, Nordstrom, with 193 stores in 28 states, never experienced a quarterly loss during the recent economic.
Variant and related titles
O'Reilly Safari. OCLC KB.
Other formats
Print version: Spector, Robert. Nordstrom Way to Customer Service Excellence : The Handbook For Becoming the "Nordstrom" of Your Industry. Hoboken : John Wiley & Sons, ©2012
Format
Books / Online
Language
English
Added to Catalog
January 10, 2020
Contents
The Nordstrom Way to Customer Service Excellence: The Handbook for Becoming the "Nordstrom" of Your Industry; Contents; Introduction; Phase I: Culture; 1: Tell the Story: How Nordstrom Became Nordstrom; 2: Hire With Care: Finding the Right Fit for the Culture; 3: Nurture the Nordie: Mentor, Support, Praise, Recognize, and Reward; 4: Empower Entrepreneurs to Own the Customer Experience; 5: Compensate According to Results; 6: Communication and Teamwork: We're All in the Customer Service Department; 7: Citizen Nordstrom: Doing Well, Doing Good; Phase II: Experience.
8: Create an Inviting Place: Brick-and-Mortar Still Matters9: Touchpoints: Multichannel Customer Service; 10: The Sale Is Never Over: Establish, Nurture, and Sustain Long-Term Relationships With Your Customers; Phase III: Applications: How to Become the Nordstrom of Your Industry; Acknowledgments; Index.
Subjects
Genre/Form
Handbooks, manuals, etc.
Also listed under
Safari Books Online (Firm)
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