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 Inc, 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

From the Inside Flap

Today, many companies throughout the world aspire to become the Nordstrom of their industry. They, too, want to be known for providing the level of world-class customer service that Nordstrom, the Seattle-based specialty retailer, is famous for.

But what does it take to become the Nordstrom of your industry? What are the elements that go into creating a preeminent customer service organization?

Robert Spector, the veteran author, journalist, and speaker, gives you a step-by-step approach to adapting Nordstrom’s most valuable management principles in Lessons from the Nordstrom Way–the essential sequel to the national bestseller The Nordstrom Way, which focused on the company’s history and the achievements and philosophies of its top executives and salespeople. The Nordstrom Way artfully described the gestalt of the company’s customer service philosophy.

Lessons from the Nordstrom Way takes those lessons to the next level. Spector identifies the eight management principles that Nordstrom applies in order to create (and sustain) its culture of customer service. These principles include:

• Provide Your Customer with Choices
• Create an Inviting Place for Your Customers
• Empower Employees to Take Ownership
• And much, much more

What makes Lessons from the Nordstrom Way important is its focus on how other companies are emulating and tailoring Nordstrom principles. Spector has assembled a fascinating, eclectic group of subjects that range from Continental Airlines to a two-store chain of jewelry stores; from the W Hotel brand to USinternetworking, an applications systems provider. Whatever your business, be it service, banking, health care, retail, or real estate, you will find your own customer service strategy in Lessons from the Nordstrom Way.

If you want your company to become the Nordstrom of your industry and transform the way you do business, this book will offer you a blueprint on how to do it–making your company more responsive to your customers and, in turn, fostering long-term relationships with them.

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 Inc
• Publication date: 2000
• ISBN 10: 0471355941
• ISBN 13: 9780471355946
• Binding: Hardcover
• Language: English
• Edition number: 1
• Number of pages: 226