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

Spector, Robert

ISBN 10: 0471355941 / ISBN 13: 9780471355946

Published by John Wiley & Sons, 2001

About this Item

2001Wiley Hardback 1st edition 1st impression. near fine clean tight binding in near fine dustjacket.

Seller Inventory # ABE-1677066060370

Bibliographic Details

• Title: Lessons from the Nordstrom Way: How Companies are Emulating the #1 Customer Service Company
• Publisher: John Wiley & Sons
• Publication Date: 2001
• Language: English
• ISBN 10: 0471355941
• ISBN 13: 9780471355946
• Binding: Hardcover
• Edition: 1st Edition
• Condition: Near Fine
• Dust Jacket Condition: Near Fine
• Seller catalogs:
  • Business & Management

About this title

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 the Author

ROBERT SPECTOR is the author of The Nordstrom Way: The Inside Story of America’s #1 Customer Service Company (Wiley) and Amazon.com: Get Big Fast. Spector has written about Nordstrom since 1982 for Women’s Wear Daily and other publications. His work has appeared in the Wall Street Journal, the New York Times, and USA Today. An internationally recognized speaker, Spector has lectured on customer service to a vast cross–section of companies and organizations, ranging from Cadillac to the Red Cross. He resides in Seattle with his wife and daughter. Visit his Web site: www.robertspector.com