The Nordstrom Way To Customer Service Excellence PDF Download
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Author | : Robert Spector |
Publisher | : John Wiley & Sons |
Total Pages | : 231 |
Release | : 2017-10-03 |
Genre | : Business & Economics |
ISBN | : 1119375355 |
Download The Nordstrom Way to Customer Experience Excellence Book in PDF, ePub and Kindle
"Top Ten Business Books For 2017" - Forbes The fully revised and updated edition of the classic book about Nordstrom's extraordinary customer service In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization—in any industry—in every corner of the world. This is not a book about selling shoes or clothes or cosmetics or jewelry. It is a book about how underlying values such as respect, trust, compensation and, even fun, are the building blocks of a culture where employees are empowered to consistently deliver a world-class experience to customers. Nordstrom believes that the employee experience determines the customer experience, and that when you attract and reward people who are comfortable in a service-oriented culture, then everyone succeeds—both individually and collectively. No wonder Nordstrom is one of only five companies to make Fortune's "Best Companies to Work For" and "Most Admired" lists every year since those surveys have been taken. With new interviews from senior Nordstrom executives and family members, the book explains how to successfully respond to today's tech-savvy, time-crunched customers who demand a convenient, seamless, painless, personal experience across all channels. Nordstrom gives its frontline people all the digital tools necessary to satisfy the customer—and your organization must do the same, if it wants to adapt. The authors show what it takes to earn brand loyalty, lead through change and uncertainty, and combine extraordinary brick-and-mortar with online experiences. 'The single most important reason we try to provide great service is this: It enables us to sell more,' says co-president Blake Nordstrom, great-grandson of the founder. 'The best way for our company to achieve results is to do what's best for the customer.' In this book, readers will find: Suggestions for becoming the Nordstrom of your industry The ten values that define a customer-driven culture Lessons for providing superior service and experience across all channels
Author | : Robert Spector |
Publisher | : John Wiley & Sons |
Total Pages | : 239 |
Release | : 2012-02-07 |
Genre | : Business & Economics |
ISBN | : 111823653X |
Download The Nordstrom Way to Customer Service Excellence Book in PDF, ePub and Kindle
The Nordstrom Way shows the direct link between empowering your employees and creating a long-term relationship with your customers. More businesses should follow Nordstrom's example. —Howard Schultz, Chairman, Starbucks Coffee 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 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: "How To Become The Nordstrom Of Your Industry" Tools for creating a customer-driven culture 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 Nordstrom follows a set of principles that has made it a leader in its industry. Discover what endears Nordstrom to its customers, and learn how to apply those same standards to your company.
Author | : Robert Spector |
Publisher | : |
Total Pages | : 264 |
Release | : 2000 |
Genre | : Business & Economics |
ISBN | : |
Download The Nordstrom Way Book in PDF, ePub and Kindle
An in-depth look at how Nordstrom has become a retailing legend, with 79 stores across the United States, an annual revenue of $4 billion, and a host of satisfied customers. Spector explores the creation of Nordstrom culture, organization and mystique.
Author | : Leonardo Inghilleri |
Publisher | : AMACOM |
Total Pages | : 190 |
Release | : 2010-04-14 |
Genre | : Business & Economics |
ISBN | : 0814415393 |
Download Exceptional Service, Exceptional Profit Book in PDF, ePub and Kindle
What if you could protect your business against competitive inroads, once and for all? Customer service experts Leonardo Inghilleri and Micah Solomon's anticipatory customer service approach was first developed at The Ritz-Carlton as well as at Solomon's company Oasis, and has since proven itself in countless companies around the globe--from luxury giant BVLGARI to value-sensitive auto parts leader Carquest and everywhere in between. Their experience shows that the most powerful growth engine in a tight market--and best protection from competitive inroads--is to put everything you can into cultivating true customer loyalty. Exceptional Service, Exceptional Profit takes the techniques that minted money for these brands and reveals how you can apply them to your own business to provide the kind of exceptional service that nearly guarantees loyalty. Soon, you'll be reaping the benefits of loyal customers who are: less sensitive to price competition, more forgiving of small glitches, and, ultimately, who are "walking billboards" happily promoting your brand. Filled with detailed, behind-the-scenes examples, Exceptional Service, Exceptional Profit unlocks a new level of customer relationship that leaves your competitors in the dust, your customers coming back day after day, and your bottom line looking better than it ever has before.
Author | : Micah Solomon |
Publisher | : HarperCollins Leadership |
Total Pages | : 241 |
Release | : 2020-01-14 |
Genre | : Business & Economics |
ISBN | : 1400214939 |
Download Ignore Your Customers (and They'll Go Away) Book in PDF, ePub and Kindle
The ultimate guide to transforming your customer service, company culture, and customer experience, endorsed by all the top names in the field. Great customer service may be today's most essential competitive advantage. This book gives a step-by-step plan to craft a customer service culture and customer experience so powerful that they'll transform your organization and boost your company's bottom line. You'll enjoy inspirational and hilarious tales from the trenches as author Micah Solomon, one of the world's best-known customer service consultants and thought leaders, brings you with him on hands-on adventures assessing and transforming customer service in a variety of industries. In Ignore Your Customers (and They'll Go Away), you will find: Exclusive customer service secrets and proven turnaround methodologies showing you how to perform effective and lasting customer service transformation within your company. A dive into one of the hottest topics in business today: company culture, specifically how to build and sustain a customer-centric company culture. Case studies and anecdotes from the great customer-centric companies of our time. Each chapter concludes with a Business Reading Group Guide and a point-by-point summary to maximize your memory retention and make every insight actionable. Drawing on a wealth of stories assembled from today's most innovative and successful companies including Amazon, USAA, The Ritz-Carlton Hotel Company, Nordstrom, MOD Pizza, and more, Solomon reveals what it takes to turn an average customer interaction into one that drives customer engagement and lifelong loyalty.
Author | : Robert Spector |
Publisher | : Harper Collins |
Total Pages | : 304 |
Release | : 2009-03-17 |
Genre | : Business & Economics |
ISBN | : 0061853127 |
Download Amazon.com Book in PDF, ePub and Kindle
In Amazon.com Jeff Bezos built something the world had never seen. He created the most recognized brand name on the Internet, became for a time one of the richest men in the world, and was crowned "the king of cyber-commerce." Yet for all the media exposure, the inside story of Amazon.com has never really been told. In this revealing, unauthorized account, Robert Spector, journalist and best-selling author, gives us this up-to-date, fast-paced, behind-the-scenes story of the company's creation and rise, its tumultuous present, and its uncertain future.
Author | : Bruce A. Nordstrom |
Publisher | : Documentary Media LLC and University of Washington |
Total Pages | : 248 |
Release | : 2007-01-01 |
Genre | : Businesspeople |
ISBN | : 9781933245058 |
Download Leave it Better Than You Found It Book in PDF, ePub and Kindle
Author | : Robert Spector |
Publisher | : |
Total Pages | : 289 |
Release | : 2005 |
Genre | : |
ISBN | : |
Download The Nordstrom Way to Customer Service Excellence Book in PDF, ePub and Kindle
A new ""how-to"" version of a customer service classic First published in 1995, The Nordstrom Way has consistently been one of the bestselling backlist books on customer service, with over 100,000 copies sold. This new book replaces The Nordstrom Way with an even more practical guide to becoming the ""Nordstrom"" of your industry. It is designed for customer service managers and trainers, who will find it an invaluable resource for designing their own training programs. Through training exercises, hiring questionnaires, and customer service development tools, the authors not only explain the.
Author | : Robert Spector |
Publisher | : Wiley |
Total Pages | : 288 |
Release | : 2005-03-04 |
Genre | : Business & Economics |
ISBN | : 0471724203 |
Download The Nordstrom Way to Customer Service Excellence Book in PDF, ePub and Kindle
First published in 1995, The Nordstrom Way is a classic guide to great customer service. This new book replaces The Nordstrom Way with an even more practical guide to becoming the “Nordstrom” of your industry. Designed for customer service managers and trainers, as well as business owners, it’s an invaluable resource for designing your own programs and initiatives. The authors not only explain the principles of the world’s best customer service company, they also show you how to implement them in your own organization. The Nordstrom Way to Customer Service Excellence will help your business make customers its number one concern, and help make your business number one in your industry.
Author | : Robert Spector |
Publisher | : Wiley |
Total Pages | : 260 |
Release | : 1997-07-02 |
Genre | : Business & Economics |
ISBN | : 9780471191711 |
Download The Nordstrom Way Book in PDF, ePub and Kindle
Praise for The Nordstrom Way . . . "Outstanding customer service and Nordstrom's are synonymous. The innovative approach has allowed them to find out what the customers want and then do it. Their standards of service are what we all shoot for."—David D. Glass, President and Chief Executive Officer, Wal-Mart Stores, Inc. "Nordstrom is a national model for outstanding customer service. American business should use this book as a primer to learn how to make and keep happy, satisfied customers."—Willard Marriott, Jr., Chairman and President, Marriott International, Inc. "When you run a family business that includes your customers as extended family, you're unbeatable. This book outlines an American family saga that has become the admiration of the world."—Leonard A. Lauder, President and Chief Executive Officer, Estée Lauder Companies. "Nordstrom's business is built on one-to-one communication with the customer. Their professional salespeople bridge the gap between the designer and the consumer. The Nordstrom Way is what the '90s are all about!"—Donna Karan, Designer and Chief Executive Officer, Donna Karan Company.