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

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


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About the Book

Table of Contents:
Introduction vi PHASE I: Culture 1 1 Tell the Story: How Nordstrom Became Nordstrom 3 2 Hire With Care: Finding the Right Fit for the Culture 25 3 Nurture the Nordie: Mentor, Support, Praise, Recognize, and Reward 59 4 Empower Entrepreneurs to Own the Customer Experience 79 5 Compensate According to Results 103 6 Communication and Teamwork: We’re All in the Customer Service Department 115 7 Citizen Nordstrom: Doing Well, Doing Good 133 PHASE II: Experience 143 8 Create an Inviting Place: Brick-and-Mortar Still Matters 145 9 Touchpoints: Multichannel Customer Service 165 10 The Sale Is Never Over: Establish, Nurture, and Sustain Long-Term Relationships With Your Customers 181 PHASE III: Applications: How to Become the Nordstrom of Your Industry 195 Acknowledgments 215 Index 219

About the Author :
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. For more information or to contact Robert, visit www.RobertSpector.com. PATRICK McCARTHY was with Nordstrom for more than thirty years and retired as the company's all-time top-performing salesperson.


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Product Details
  • ISBN-13: 9781118826911
  • Publisher: John Wiley & Sons Inc
  • Publisher Imprint: John Wiley & Sons Inc
  • Edition: Revised edition
  • No of Pages: 240
  • ISBN-10: 1118826914
  • Publisher Date: 16 Sep 2013
  • Binding: Digital (delivered electronically)
  • Language: English
  • Sub Title: The Handbook For Becoming the "Nordstrom" of Your Industry


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