The Nordstrom way to customer service excellence: the handbook for becoming the "Nordstrom" of your industry

The Nordstrom Way shows the direct link between empowering your employees andcreating a long-term relationship with your customers. More businesses shouldfollow Nordstrom's example.Howard Schultz, Chairman, Starbucks CoffeeVirtually 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 NordstromWay to Customer Service, Second Edition explains what every business can learn from the world's most famous customer-service-driven company.New material inthis 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. Discover what endears Nordstrom to its customers, and learn how to apply those same standards to your company. INDICE: Introduction viPHASE I: Culture 11 Tell the Story: How Nordstrom Became Nordstrom 32 Hire With Care: Finding the Right Fit for the Culture 253 Nurture the Nordie: Mentor, Support, Praise, Recognize, and Reward 594 Empower Entrepreneurs to Own the Customer Experience 795 Compensate According to Results 1036 Communication and Teamwork: We’re All in the Customer Service Department 1157 Citizen Nordstrom: Doing Well, Doing Good 133PHASE II: Experience 1438Create an Inviting Place: Brick-and-Mortar Still Matters 1459 Touchpoints: Multichannel Customer Service 16510 The Sale Is Never Over: Establish, Nurture, and Sustain Long-Term Relationships With Your Customers 181PHASE III: Applications: How to Become the Nordstrom of Your Industry 195Acknowledgments 215Index219

• ISBN: 978-1-118-07667-5
• Editorial: John Wiley & Sons
• Encuadernacion: Rústica
• Páginas: 240
• Fecha Publicación: 11/04/2012
• Nº Volúmenes: 1
• Idioma: Inglés