Robert Spector, Patrick D. Mccarthy

The Nordstrom Way to Customer Service Excellence (eBook, ePUB)

The Handbook For Becoming the "Nordstrom" of Your Industry

• Format: ePub

Produktbeschreibung

The Nordstrom Way shows the direct link between empoweringyour employees and creating a long-term relationship with yourcustomers. More businesses should follow Nordstrom's example. --Howard Schultz, Chairman, Starbucks Coffee Virtually every company wants to be the Nordstrom of theirindustry. Nordstrom is one of only five companies to make Fortune's"best companies to work for" and "most admired" list every year thesurveys have been taken. Despite its position in the hard-hitretail sector, Nordstrom, with 193 stores in 28 states, neverexperienced a quarterly loss during the recent economic downturn.The Nordstrom Way to Customer Service, Second Editionexplains what every business can learn from the world's most famouscustomer-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 theinnovative social commerce features of its website * Breakthroughs on Nordstrom's multi-channel approach to customerservice Nordstrom follows a set of principles that has made it a leaderin its industry. Discover what endears Nordstrom to its customers,and learn how to apply those same standards to your company.

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Produktdetails

• Verlag: John Wiley & Sons
• Seitenzahl: 240
• Erscheinungstermin: 7. Februar 2012
• Englisch
• ISBN-13: 9781118236536
• Artikelnr.: 37344506

Autorenporträt

ROBERT SPECTOR is a bestselling business book author,international speaker, and consultant on Nordstrom's principles ofcustomer service. His clients include companies such as CharlesSchwab, Infiniti, Pfizer, Humana, and Wells Fargo. He has writtenfor the New York Times, the Wall Street Journal, andSports Illustrated. For more information or to contactRobert, visit www.RobertSpector.com. PATRICK McCARTHY was with Nordstrom for more than thirtyyears and retired as the company's all-time top-performingsalesperson.