The Nordstrom Way to Customer Service Excellence (ePub)
The Handbook For Becoming the "Nordstrom" of Your Industry
(Sprache: Englisch)
The Nordstrom Way shows the direct link between empoweringyour employees and creating a long-term relationship with yourcustomers. More businesses should follow Nordstrom's example.
--Howard Schultz, Chairman, Starbucks Coffee
Virtually every company...
--Howard Schultz, Chairman, Starbucks Coffee
Virtually every company...
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The Nordstrom Way shows the direct link between empoweringyour employees and creating a long-term relationship with yourcustomers. More businesses should follow Nordstrom's example.
--Howard Schultz, Chairman, Starbucks Coffee
Virtually every company wants to be the Nordstrom of theirindustry. Nordstrom is one of only five companies to make Fortune's"best companies to work for" and "most admired" list every year thesurveys have been taken. Despite its position in the hard-hitretail sector, Nordstrom, with 193 stores in 28 states, neverexperienced a quarterly loss during the recent economic downturn.The Nordstrom Way to Customer Service, Second Editionexplains what every business can learn from the world's most famouscustomer-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 theinnovative social commerce features of its website
* Breakthroughs on Nordstrom's multi-channel approach to customerservice
Nordstrom follows a set of principles that has made it a leaderin its industry. Discover what endears Nordstrom to its customers,and learn how to apply those same standards to your company.
--Howard Schultz, Chairman, Starbucks Coffee
Virtually every company wants to be the Nordstrom of theirindustry. Nordstrom is one of only five companies to make Fortune's"best companies to work for" and "most admired" list every year thesurveys have been taken. Despite its position in the hard-hitretail sector, Nordstrom, with 193 stores in 28 states, neverexperienced a quarterly loss during the recent economic downturn.The Nordstrom Way to Customer Service, Second Editionexplains what every business can learn from the world's most famouscustomer-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 theinnovative social commerce features of its website
* Breakthroughs on Nordstrom's multi-channel approach to customerservice
Nordstrom follows a set of principles that has made it a leaderin its industry. Discover what endears Nordstrom to its customers,and learn how to apply those same standards to your company.
Inhaltsverzeichnis zu „The Nordstrom Way to Customer Service Excellence (ePub)“
Introduction vi PHASE I: Culture 1 1 Tell the Story: How Nordstrom Became Nordstrom 3 2 Hire With Care: Finding the Right Fit for the Culture 25 3 Nurture the Nordie: Mentor, Support, Praise, Recognize, and Reward 59 4 Empower Entrepreneurs to Own the Customer Experience 79 5 Compensate According to Results 103 6 Communication and Teamwork: We're All in the Customer Service Department 115 7 Citizen Nordstrom: Doing Well, Doing Good 133 PHASE II: Experience 143 8 Create an Inviting Place: Brick-and-Mortar Still Matters 145 9 Touchpoints: Multichannel Customer Service 165 10 The Sale Is Never Over: Establish, Nurture, and Sustain Long-Term Relationships With Your Customers 181 PHASE III: Applications: How to Become the Nordstrom of Your Industry 195 Acknowledgments 215 Index 219
Autoren-Porträt von Robert Spector, Patrick D. McCarthy
ROBERT SPECTOR is a bestselling business book author,international speaker, and consultant on Nordstrom's principles ofcustomer service. His clients include companies such as CharlesSchwab, Infiniti, Pfizer, Humana, and Wells Fargo. He has writtenfor the New York Times, the Wall Street Journal, andSports Illustrated. For more information or to contactRobert, visit www.RobertSpector.com.PATRICK McCARTHY was with Nordstrom for more than thirtyyears and retired as the company's all-time top-performingsalesperson.
Bibliographische Angaben
- Autoren: Robert Spector , Patrick D. McCarthy
- 2012, 2. Auflage, 240 Seiten, Englisch
- Verlag: John Wiley & Sons
- ISBN-10: 111823653X
- ISBN-13: 9781118236536
- Erscheinungsdatum: 07.02.2012
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eBook Informationen
- Dateiformat: ePub
- Grösse: 0.84 MB
- Mit Kopierschutz
Sprache:
Englisch
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