The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the

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

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by Robert Spector, Patrick D. McCarthy
     
 

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The Nordstrom Way shows the direct link between empowering your employees and creating a long-term relationship with your customers. More businesses should follow Nordstrom's example.
Howard Schultz, Chairman, Starbucks Coffee

Virtually every company wants to be the Nordstrom of their industry. Nordstrom is one of only five companies to

Overview

The Nordstrom Way shows the direct link between empowering your employees and creating a long-term relationship with your customers. More businesses should follow Nordstrom's example.
Howard Schultz, Chairman, Starbucks Coffee

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 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:

  • "How To Become The Nordstrom Of Your Industry"
  • Tools for creating a customer-driven culture
  • Chapters on Nordstrom's online customer service and the innovative social commerce features of its website
  • Breakthroughs on Nordstrom's multi-channel approach to customer service

Nordstrom 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.

Product Details

ISBN-13:
9781118076675
Publisher:
Wiley
Publication date:
03/27/2012
Pages:
240
Sales rank:
97,285
Product dimensions:
7.30(w) x 9.10(h) x 0.60(d)

Meet 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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The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the "Nordstrom" of Your Industry 5 out of 5 based on 0 ratings. 1 reviews.
CJor More than 1 year ago
I'm a huge fan and advocate for the way Nordstrom treats its customers, and this book certainly solidifies that opinion. As a member of the "Customer Service World", I found this book to be very insightful and, generally, a joy to read; I couldn't put it down! While myself and many others in this field don't have some of the luxuries of Nordstrom (ability to pay on commission, a fully customer-focused executive team, or even have face-to-face interactions with customers in some cases), this book is full of solid advice and ideas that can be translated to any industry, I think. It was well worth the money and now several colleagues want to check it out after discussing it. There's even a chapter-by-chapter "applications" section in the back of the book that goes through many different exercises, projects, etc. that a company can complete to help improve their service. The only bad part about this book is the cover! :)