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The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the 14.0%OFF

The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the "Nordstrom" of Your Industry

by Robert Spector and Patrick McCarthy

  • ISBN

    :  

    9788126536467

  • Publisher

    :  

    Wiley India Pvt. Ltd.

  • Subject

    :  

    Business & Management

  • Binding

    :  

    Paperback

  • Pages

    :  

    224

  • Year

    :  

    2012

299.0

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  • Description

    Virtually 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" 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. Of the U.S. companies with a market value exceeding $2 billion, Nordstrom is one of only that has a 30 percent compound annual growth in earnings for the past five years. How have they done it? 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 new Part II on: "How To Become The Nordstrom Of Your Industry" New chapters on Nordstrom's online customer service, and innovative social commerce features of its website Nordstrom's multi-channel approach to customer service Extensive new interviews with current top management, and top sales people.

  • Author Biography

    Robert Spector (Seattle, WA) is is a popular speaker on customer service, and "How to Become the Nordstrom of Your Industry". His audiences have included Cadillac, Pfizer, Wells Fargo and the Red Cross. He has written for The New York Times, the Wall Street Journal, USA Today, Women's Wear Daily, and Sports Illustrated. Patrick McCarthy (Seattle, WA) was with Nordstrom for more than thirty years, and was one of the top performing salespeople in the company. About the Author 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 Matters 9 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 Nordstromof Your Industry Acknowledgments Index

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