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

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. ...

See more details below
Paperback
$12.97
BN.com price
(Save 34%)$19.95 List Price

Pick Up In Store

Reserve and pick up in 60 minutes at your local store

Other sellers (Paperback)
  • All (16) from $11.29   
  • New (11) from $11.29   
  • Used (5) from $12.72   

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.

Read More Show Less

Product Details

  • ISBN-13: 9781118076675
  • Publisher: Wiley
  • Publication date: 3/27/2012
  • Edition number: 2
  • Pages: 240
  • Sales rank: 81,949
  • 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.

Read More Show Less

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

Read More Show Less

Customer Reviews

Be the first to write a review
( 0 )
Rating Distribution

5 Star

(0)

4 Star

(0)

3 Star

(0)

2 Star

(0)

1 Star

(0)

Your Rating:

Your Name: Create a Pen Name or

Barnes & Noble.com Review Rules

Our reader reviews allow you to share your comments on titles you liked, or didn't, with others. By submitting an online review, you are representing to Barnes & Noble.com that all information contained in your review is original and accurate in all respects, and that the submission of such content by you and the posting of such content by Barnes & Noble.com does not and will not violate the rights of any third party. Please follow the rules below to help ensure that your review can be posted.

Reviews by Our Customers Under the Age of 13

We highly value and respect everyone's opinion concerning the titles we offer. However, we cannot allow persons under the age of 13 to have accounts at BN.com or to post customer reviews. Please see our Terms of Use for more details.

What to exclude from your review:

Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the information on the product page, please send us an email.

Reviews should not contain any of the following:

  • - HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
  • - Time-sensitive information such as tour dates, signings, lectures, etc.
  • - Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
  • - Comments focusing on the author or that may ruin the ending for others
  • - Phone numbers, addresses, URLs
  • - Pricing and availability information or alternative ordering information
  • - Advertisements or commercial solicitation

Reminder:

  • - By submitting a review, you grant to Barnes & Noble.com and its sublicensees the royalty-free, perpetual, irrevocable right and license to use the review in accordance with the Barnes & Noble.com Terms of Use.
  • - Barnes & Noble.com reserves the right not to post any review -- particularly those that do not follow the terms and conditions of these Rules. Barnes & Noble.com also reserves the right to remove any review at any time without notice.
  • - See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend

Recommend other products that relate to your review. Just search for them below and share!

Create a Pen Name

Your Pen Name is your unique identity on BN.com. It will appear on the reviews you write and other website activities. Your Pen Name cannot be edited, changed or deleted once submitted.

 
Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously
Sort by: Showing 1 Customer Reviews
  • Posted August 14, 2012

    Great read

    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! :)

    1 out of 1 people found this review helpful.

    Was this review helpful? Yes  No   Report this review
Sort by: Showing 1 Customer Reviews

If you find inappropriate content, please report it to Barnes & Noble
Why is this product inappropriate?
Comments (optional)