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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 by Robert Spector
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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.

Wiley; February 2012
256 pages; ISBN 9781118236536
Read online, or download in secure EPUB or secure PDF format
Title: The Nordstrom Way to Customer Service Excellence
Author: Robert Spector; Patrick D. McCarthy
Buy, download and read The Nordstrom Way to Customer Service Excellence (eBook) by Robert Spector; Patrick D. McCarthy today!