The Nordstrom way to customer service excellence
Subtitle: the handbook for becoming the "Nordstrom" of your industry
By: Robert Spector, Patrick McCarthy
Contributors: McCarthy, Patrick D.
Edition: 2nd ed.
Publisher: Wiley
Published: 2012
Place of publication: Hoboken, NJ
Language: eng
Number of pages: 224
ISBN-13: 9781118076675
Subjects: Nordstrom (Firm); Management; BUSINESS & ECONOMICS / Industries / Retailing; Customer services; Handbooks, manuals; Department stores
Description: "Customer service best practices from the company that sets the standard. 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 luxury 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:  A section on: "How To Become The Nordstrom Of Your Industry"  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  Includes extensive new interviews with current top management and top sales people  Nordstrom followed a set of principles that led it to become a leader in its industry. Discover what endeared Nordstrom to its customers, and learn how to apply those same standards to your own company"--
Notes: Includes index.