The Nordstrom Way to Customer Service Excellence

Author: Robert Spector
Publisher: John Wiley & Sons
ISBN: 111823653X
Format: PDF, ePub, Mobi
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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.

The Nordstrom Way

Author: Robert Spector
Publisher: John Wiley & Sons Incorporated
ISBN:
Format: PDF, Docs
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Recounts the history of the department store chain noted for its emphasis on customer service, and describes its business and personnel policies

The Nordstrom Way to Customer Experience Excellence

Author: Robert Spector
Publisher: John Wiley & Sons
ISBN: 111937538X
Format: PDF, Kindle
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"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

The Nordstrom Way to Customer Service Excellence

Author: Robert Spector
Publisher: Wiley
ISBN: 0471724203
Format: PDF, ePub, Docs
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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.

Four Seasons

Author: Isadore Sharp
Publisher: Penguin
ISBN: 9781591842446
Format: PDF, Docs
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A founder of the Four Seasons hotels shares the philosophy and values that he credits with his brand's success, recounting his rise from a disadvantaged child of immigrant parents while describing his commitment to superior design, quality amenities, and excellent service.

Best Practices

Author: R Hiebeler, T Kelly, C Ketteman
Publisher: Simon and Schuster
ISBN: 1471109267
Format: PDF, Docs
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For the past five years, Arthur Andersen has been gathering, sorting, and condensing data from the world-class companies it works with to compile its Global Best Practices Database. Now, for the first time, Arthur Andersen shares its understanding of how more than forty best-practices companies focus on their customers, create growth, reduce cost and increase profits. Managers of any business in any industry can adapt and apply what those companies do best. Unlike other books based merely on limited anecdotal experience, BEST PRACTICES is backed up by 30,000 pages of active, documented data on hundreds of companies worldwide. With information being the most valuable commodity in business this is both comprehensive and cutting edge - it is without peer as an information resource.

Lessons from the Nordstrom Way

Author: Robert Spector
Publisher: John Wiley and Sons
ISBN: 9780471355946
Format: PDF
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An inside look at a successful customer-service-oriented corporation offers practical suggestions on how companies can become "the Nordstrom" of their own industries.

Disney U How Disney University Develops the World s Most Engaged Loyal and Customer Centric Employees

Author: Doug Lipp
Publisher: McGraw Hill Professional
ISBN: 0071808086
Format: PDF, Mobi
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Leadership lessons from the iconic brand you can use to drive Disney-style success In helping Walt Disney create “The Happiest Place on Earth,” Van France and his team started a business revolution in 1955 that eventually became the Disney University—the employee training and development program that powers one of the most famous brands on earth. Disney U examines how Van France's timeless company values and leadership expertise have turned into a training and development dynasty: the Disney U. The book reveals the heart of the Disney Culture and describes the company's values and operational philosophies that support the world-famous Disney brand. Doug Lipp is an internationally acclaimed expert on customer service, leadership, change management and global competitiveness, specializing in the lessons he learned at the Disney U.

501 Ways to Roll Out the Red Carpet for Your Customers

Author: Donna Cutting
Publisher: Red Wheel/Weiser
ISBN: 1632659751
Format: PDF, Docs
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It’s no secret that companies that deliver one-of-a-kind experiences for their customers create raving fans that return, refer, and clamor for more. As a leader in your organization, you are charged with coming up with unique and exciting ideas for rolling out the red carpet for your customers. But given your other responsibilities, where can you find the time to do so? 501 Ways to Roll Out the Red Carpet for Your Customers is power-packed with proven, ready-to-implement action ideas to enhance your customers’ experience. You’ll find examples from a variety of fields, from healthcare, banking, and entertainment to small business, retail, and entrepreneurial ventures. 501 Ways to Roll Out the Red Carpet for Your Customers will give you helpful tips to: Make “red-carpet service” a first and lasting impression. Get your team “red-carpet ready.” Inspire positive word-of-mouth by delivering wow. Handle service recovery with style. Employ creative marketing ideas and social media savvy. Using the plethora of tips, tricks, and techniques in 501 Ways to Roll Out the Red Carpet for Your Customers, you don’t have to reinvent the customer-service wheel—just roll out the red carpet!