Lessons from the Nordstrom Way: How Companies are Emulating the #1 Customer Service Company - Hardcover

Spector, Robert

Hardcover

ISBN 10: 0471355941 ISBN 13: 9780471355946

Publisher: John Wiley & Sons, 2000

Synopsis

This book focuses on the customer service principles espoused by the Nordstrom department store chain, a legend in retailing and customer service. It shows how the Nordstrom customer service culture can work in any company or industry –– computer repair centers, bicycle shops, medical clinics, credit unions, and more. The book features case studies from many companies that have successfully adopted and adapted the lessons from The Nordstrom Way, the author′s successful book about the founding of Nordstrom and the beliefs the Nordstrom family imparts to its employees. Helps other companies apply Nordstrom′s principles to their own customer service practices Provides lessons on how to find and focus on customer needs, follow–up, and ensure customer satisfaction

About this title

Synopsis

An inside look at how companies can become "the Nordstrom" of their industriesThis book focuses on the customer service principles espoused by the Nordstrom department store chain, a legend in retailing and customer service. It shows how the Nordstrom customer service culture can work in any company or industry-computer repair centers, bicycle shops, medical clinics, credit unions, and more. The book features case studies from many companies that have successfully adopted and adapted the lessons from The Nordstrom Way, the author's successful book about the founding of Nordstrom and the beliefs the Nordstrom family imparts to its employees. * Helps other companies apply Nordstrom's principles to their own customer service practices * Provides lessons on how to find and focus on customer needs, follow-up, and ensure customer satisfaction Robert Spector (Seattle, WA) is a professional writer and speaker. He is the coauthor of The Nordstrom Way (Wiley).

From the Back Cover

Praise for Lessons from the Nordstrom Way

"Lessons from the Nordstrom Way is a blueprint for providing superior customer service. There are lessons here for people in every industry." Barry Sternlicht, Chairman and CEO, Starwood Hotels & Resorts Worldwide, Inc.

"Robert Spector’s book is chock–full of insights on how you can give great customer service no matter what business you’re in. This stuff makes sense. You’ll read it and immediately ask yourself,‘now why did I never think of that?’" Roy H. Williams, bestselling author of The Wizard of Ads

"At Continental, we learned that you must trust your people to do a good job. Robert Spector shows that entrusting and empowering your employees are essential ingredients for a corporate culture of great customer service." Gordon Bethune, Chairman and CEO, Continental Airlines

Edition details

• Publisher: John Wiley & Sons
• Publication date: 2000
• ISBN 10: 0471355941
• ISBN 13: 9780471355946
• Binding: Hardcover
• Language: English
• Number of pages: 240