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The Nordstrom Way to Customer Service Excellence: A Handbook For Implementing Great Service in Your Organization

Tekijä: Robert Spector

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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.… (lisätietoja)

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I'd read the earlier edition of this book some years back and recall liking it. I was again pleased with this one and the stories that Spector and McCarty put forth. Spector is well known in the field of business writing and co writing this with a Nordstrom employee was an interesting twist. I think there's some idealism present as I cannot imagine every employee so easily and perfectly fits the mold, but I loved the stories that were told. It made me wish we had a Nordstrom locally, even though I don't think I'd be successful shopping there.

I also have no desire to know more about the Nordstrom of "garbage collection". Ew, no thanks.
The stories that reinforced Spector's points and themes were great, without being overdone. What was overdone, however, was the explanation of who the recurring people were. I know who Van Mansah is, I know the Nordstrom generations. I don't think they need to be explained each mention. Book would have benefitted from some better editing in that respect. (

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skinglist | Jun 16, 2013 |

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.

fedoriv.com | Jan 8, 2013 |

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activelearning | Jul 6, 2016 |

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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.

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