The Nordstrom Way: The Inside Story of America's Number 1 Customer Service Company (NORDDSTROM WAY) - Hardcover

Spector, Robert; McCarthy, Patrick D.

Hardcover

ISBN 10: 0471354864 ISBN 13: 9780471354864

Verlag: John Wiley & Sons Inc, 1999

Inhaltsangabe

When it comes to customer service, American retail giant Nordstrom is the standard against which all other companies are measured. Newly updated and revised, this text provides a candid and uncensored behind-the-scenes look at how Nordstrom has achieved its extraordinary success, with an annual revenue of $4 billion and an army of satisfied customers. The author also cuts through the mystique surrounding Nordstrom culture to show how other firms can imitate the retail legend's example.

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Über die Autorin bzw. den Autor

ROBERT SPECTOR is a Seattle-based business author and speaker. His book, Lessons of the Nordstrom Way: The 8 Management Principles of America's #1 Customer Service Company, will be published by John Wiley & Sons in July 2000. Visit his website at robertspector.com
PATRICK D. McCARTHY, of Seattle, has been with Nordstrom for more than thirty years. He is one of the top-performing salespeople in the company. Visit his website at www.patrickdmccarthy.com.

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The Nordstrom Way "The Nordstroms 'wrote the book' on customer service. Now we have a chance to read, chapter by chapter, how through four generations this family has established one of the finest retail institutions in the world." -Peter Strom Former Vice Chairman, Polo/Ralph Lauren According to David Glass, President and CEO of Wal-Mart, Nordstrom's customer service standards are "what we all shoot for." In his 60 Minutes profile on Nordstrom, Morley Safer raved that the much-acclaimed "Nordstrom Way" was "not service like it used to be, but service like it never was." What makes Nordstrom so special? What, exactly, does this retail giant do that so clearly distinguishes it from the competition? How does the Nordstrom customer service culture work? And, most important, what lessons can industry learn from Nordstrom's example? This updated Second Edition reveals the secrets behind the phenomenal success of this American customer-service legend. Written by veteran journalist Robert Spector and top Nordstrom salesman Patrick McCarthy, and based on exclusive, in-depth interviews with the Nordstrom family, senior executives, directors, and salespeople, this captivating book tells you how this much admired-and much feared-powerhouse retains its customer-service supremacy in the competitive world of bricks-and-mortar retail. In The Nordstrom Way, the authors isolate practical lessons that teach how to better respond to customers' needs so they'll keep coming back to you, including:
* Valuing the nobility of good service
* Finding and bonding with customers
* Serving and keeping those customers
* Giving frontline people the freedom to make decisions
Packed with examples of excellent customer service, The Nordstrom Way offers a fresh behind-the-scenes look that provides lessons on how to find and focus on customer needs, follow-up, and customer satisfaction.

Details zur Ausgabe

• Verlag: John Wiley & Sons Inc
• Erscheinungsdatum: 1999
• ISBN 10: 0471354864
• ISBN 13: 9780471354864
• Einband: Tapa dura
• Sprache: Englisch
• Anzahl der Seiten: 244
• Kontakt zum Hersteller: Nicht verfügbar