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Virtually 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 luxury retail sector, Nordstrom, with 193 stores in 28 states, never experienced a quarterly loss during the recent economic downturn. 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:
Nordstrom followed a set of principles that led it to become a leader in its industry. Discover what endeared Nordstrom to its customers, and learn how to apply those same standards to your own company.
Phase I: Culture
Chapter 1: Tell the Story: How Nordstrom Became Nordstrom
Chapter 2: Hire With Care: Finding the Right fit for the Culture
Chapter 3: Nurture The Nordie: Mentor, Support, Praise, Recognize, and Reward
Chapter 4: Empower Entrepreneurs to Own the Customer Experience
Chapter 5: Compensate According to Results
Chapter 6: Communication and Teamwork: We're all in the Customer Service Department
Chapter 7: Citizen Nordstrom: Doing Well, Doing Good
Phase II: Experience
Chapter 8: Create an Inviting Place: Why Brick-and-Mortar Still Matters
Chapter 9: Touchpoints: Multi-Channel Customer Service
Chapter 10: The Sale is Never Over: Establish, Nurture and Sustain Long-Term Relationships With Your Customers
Phase III: Applications
Acknowledgements
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Overview
Customer service best practices from the company that sets the standardVirtually 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 luxury retail sector, Nordstrom, with 193 stores in 28 states, never experienced a quarterly loss during the recent economic downturn. 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 ...