Lessons from the Nordstrom Way: How Companies are Emulating the #1 Customer Service Company
Today, many companies throughout the world aspire to become the Nordstrom of their industry. They, too, want to be known for providing the level of world-class customer service that Nordstrom, the Seattle-based specialty retailer, is famous for.But what does it take to become the Nordstrom of your industry? What are the elements that go into creating a preeminent customer service organization?Robert Spector, the veteran author, journalist, and speaker, gives you a step-by-step approach to adapting Nordstrom’s most valuable management principles in Lessons from the Nordstrom Way–the essential sequel to the national bestseller The Nordstrom Way, which focused on the company’s history and the achievements and philosophies of its top executives and salespeople. The Nordstrom Way artfully described the gestalt of the company’s customer service philosophy.Lessons from the Nordstrom Way takes those lessons to the next level. Spector identifies the eight management principles that Nordstrom applies in order to create (and sustain) its culture of customer service. These principles include:Provide Your Customer with ChoicesCreate an Inviting Place for Your CustomersEmpower Employees to Take OwnershipAnd much, much moreWhat makes Lessons from the Nordstrom Way important is its focus on how other companies are emulating and tailoring Nordstrom principles. Spector has assembled a fascinating, eclectic group of subjects that range from Continental Airlines to a two-store chain of jewelry stores; from the W Hotel brand to USinternetworking, an applications systems provider. Whatever your business, be it service, banking, health care, retail, or real estate, you will find your own customer service strategy in Lessons from the Nordstrom Way.If you want your company to become the Nordstrom of your industry and transform the way you do business, this book will offer you a blueprint on how to do it–making your company more responsive to your customers and, in turn, fostering long-term relationships with them.