The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the "Nordstrom" of Your Industry
Praise forThe Nordstrom Way"The Nordstrom Way shows the direct link between empowering your employees and creating a long-term relationship with your customers. More businesses should follow their example."—HOWARD SCHULTZ, Chairman, Starbucks Coffee"Offers lessons on achieving extraordinary customer service born from three decades of Robert Spector's study of Nordstrom. This book will give you everything you need to take your service culture to the next level. The payoff, as Nordstrom knows, is sustainable profits through the loyalty and evangelism of those you serve!"—Joseph Michelli, PhD,New York Times#1 bestselling author ofThe Zappos Experience"Businesses should use this book as a primer on making and keeping happy, satisfied customers."—J. W. Marriott, Jr., Chairman and Chief Executive Officer, Marriott InternationalIf you want to become the Nordstrom of your industry, this is your guidebook. One of only five companies to makeFortune's "best companies to work for" and "most admired" list every year the surveys have been taken, Nordstrom never experienced a quarterly loss during the recent economic downturn.The Nordstrom Way to Customer Service Excellence, Second Editionexplains what every business can learn from the world's most respected customer service–driven company.This handbook includes a wealth of new resources for managers and trainers, including assessment tools, exercises for improving teamwork and morale, and the secrets of Nordstrom's top-selling salespeople. New material in this revised edition includes:New chapters on online customer service and the innovative social commerce features of Nordstrom's websiteBreakthroughs on Nordstrom's multichannel approach to customer serviceTools for creating a customer-driven cultureAnd more!