The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the "Nordstrom" of Your Industry
| Author | : | |
| Rating | : | 4.84 (993 Votes) |
| Asin | : | 1118076672 |
| Format Type | : | paperback |
| Number of Pages | : | 240 Pages |
| Publish Date | : | 2017-10-31 |
| Language | : | English |
DESCRIPTION:
His clients include companies such as Charles Schwab, Infiniti, Pfizer, Humana, and Wells Fargo. For more information or to contact Robert, visit RobertSpector.PATRICK McCARTHY was with Nordstrom for more than thirty years and retired as the company's all-time top-performing salesperson.. ROBERT SPECTOR is a bestselling business book author, international speaker, and consultant on Nordstrom's princ
This Company Just Gets It; The Nordstrom Way, Not As Easy As You'd Think. JP This book, The Nordstrom Way, has been on my wishlist for a couple years and for the holidays I decided to buy it for myself. The book does a good job presenting the history and founding of the Nordstrom department store. The meat of this book, comes in discussing how Nordstrom really wow's their customers. Some could say there are other great companies out there that provide impeccable service, Marriott, Disney and even this website, Amazon.com. However, there's a difference between good customer service and going above and beyond to truly meet the needs of and satisfy your customers.This book basically lays out in a 'here's how you do it'. John J. Franco said Solid theories but GREAT examples. This book focuses on how Nordstrom delivers their superior customer service, from hiring and training to rewards and compensation. The idea is that readers can learn from Nordstrom and apply some of those lessons to their own organizations. Some of the concepts are basic - hire great people, and give them the autonomy to make customers happy. But author Robert Spector goes into great detail about how Nordstrom really lives their beliefs, from preaching an inverted pyramid with customers at the top and senior management at the bottom, to quarterly celebrations of the best performers.There are definitely parts of this book that are repetitive. Janelle said Winning Strategy. Truly great customer service companies don't advertise having great customer service. It is just known. Nordstrom is one of those few companies. Working there in college, I learned sales can be personally rewarding by building great relationships, which in turn helps you achieve high sales goals--all through customer service. This book rings true to the Nordstrom way and offers inside advice on customer service excellence and building a brand and reputation to stand above the competition. Your customers will appreciate you reading this book!
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 cultureChapters on Nordstrom's online customer service and the innovative social commerce features of its websiteBreakthroughs on Nordstrom's multi-channel approach to customer serviceNordstrom follows a set of principles that has made it a leader in its industry. More businesses should follow Nordstrom's example. Discover what endears Nordstrom to its customers, and learn how to apply those same standards to your company.. 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. —Howard Schultz, Chairman, Starbucks Coffee Virtually every company wants to be the Nordstrom of their industry. The Nordstrom Way shows the direct link between empowering your employees and creating a long-term relationship with your customers. Nordstrom is one of only five compani
The Nordstrom Way to Customer Service Excellence, Second Edition explains what every business can learn from the world's most respected customer service–driven company.This handbook includes a wealth of new resources for managers and trainers, including assessment tools, exercises for improving teamwork and morale, and the secrets of Nordstrom's top-selling salespeople. 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, Nordstrom never experienced a quarterly loss during the recent economic downturn