The Nordstrom way : the inside story of America's #1 customer service company / Robert Spector and Patrick D. McCarthy.

Author
Spector, Robert, 1947- [Browse]
Format
Book
Language
English
Εdition
2nd ed.
Published/​Created
New York : John Wiley, [2000], ©2000.
Description
xii, 244 pages ; 23 cm

Details

Subject(s)
Summary note
  • "What makes Nordstrom so special? What, exactly, does this retail giant do that so clearly distinguishes it from the competition? How does the Nordstrom customer service culture work? And, most important, what lessons can industry learn from Nordstrom's example?".
  • "In The Nordstrom Way, the authors isolate practical lessons that teach how to better respond to customers' needs so they'll keep coming back to you, including: valuing the nobility of good service; finding and bonding with customers; serving and keeping those customers; giving frontline people the freedom to make decisions.".
  • "Packed with examples of excellent customer service, The Nordstrom Way offers a fresh behind-the-scenes look that provides lessons on how to find and focus on customer needs, follow-up, and customer satisfaction."--BOOK JACKET.
Notes
Includes index.
Contents
  • Ch. 1. America's #1 Customer Service Company
  • Ch. 2. After the Gold Rush: A Store Is Born
  • Ch. 3. The Next Generation: Perfecting "The Nordstrom Way"
  • Ch. 4. The Nordstrom Culture: Setting Employees Free
  • Ch. 5. What's Inside: Creating an Inviting Place
  • Ch. 6. A Company of Entrepreneurs: The "Nordies" versus the "Clock-Punchers"
  • Ch. 7. The Art of Selling: Retailing Is a Contact Sport
  • Ch. 8. Customer Service the Nordstrom Way: The Future.
ISBN
0471354864 (alk. paper)
LCCN
99015649
OCLC
41278363
RCP
C - S
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