The Nordstrom Way to Customer Service Excellence: The Handbook for Becoming the 'Nordstrom' of Your Industry, Second Edition
- 3h 12m
- Patrick McCarthy, Robert Spector
- John Wiley & Sons (US)
- 2012
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.
About the Authors
ROBERT SPECTOR is a bestselling business book author, international speaker, and consultant on Nordstrom's principles of customer service. His clients include companies such as Charles Schwab, Infiniti, Pfizer, Humana, and Wells Fargo. He has written for the New York Times, the Wall Street Journal, and Sports Illustrated.
PATRICK McCARTHY was with Nordstrom for more than thirty years and retired as the company's all-time top-performing salesperson.
In this Book
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Introduction
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Tell the Story—How Nordstrom Became Nordstrom
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Hire with Care—Finding the Right Fit for the Culture
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Nurture the Nordie—Mentor, Support, Praise, Recognize, and Reward
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Empower Entrepreneurs to Own the Customer Experience
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Compensate According to Results
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Communication and Teamwork—We're All in the Customer Service Department
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Citizen Nordstrom—Doing Well, Doing Good
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Create an Inviting Place—Brick-and-Mortar Still Matters
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Touchpoints—Multichannel Customer Service
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The Sale is Never Over—Establish, Nurture, and Sustain Long-Term Relationships with Your Customers
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