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

By Robert Spector, Patrick D Mc Carthy
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 Coffee

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- 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 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:

  • -How To Become The Nordstrom Of Your Industry-
  • Tools for creating a customer-driven culture
  • Chapters on Nordstrom's online customer service and the innovative social commerce features of its website
  • Breakthroughs on Nordstrom's multi-channel approach to customer service

Nordstrom follows a set of principles that has made it a leader in its industry. Discover what endears Nordstrom to its customers, and learn how to apply those same standards to your company.





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ISBN: 9781118076675

About the Paperback

Publisher John Wiley & Sons
Publish date 03/27/2012
Pages 224
ISBN-13 9781118076675
ISBN-10 1118076672
Language English

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