Details

Subject(s)

• Customer services—United States [Browse]
• Nordstrom (Firm) [Browse]
• Department stores—United States [Browse]

Related name

• McCarthy, Patrick D. [Browse]

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.

Show 5 more Contents items

ISBN

0471354864 (alk. paper)

LCCN

99015649

OCLC

41278363

RCP

C - S

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