The Nordstrom Way: Second Edition

Spector, Robert

ISBN 10: 1118076672 / ISBN 13: 9781118076675

Published by Wiley, 2012

Gently used with minimal wear on the corners and cover. A few pages may contain light highlighting or writing, but the text remains fully legible. Dust jacket may be missing, and supplemental materials like CDs or codes may not be included. May be ex-library with library markings. Ships promptly! Seller Inventory # DBV.1118076672.G

Synopsis:

The Nordstrom Way shows the direct link between empowering your employees and creating a long-term relationship with your customers. More businesses should follow Nordstrom's example.
—Howard Schultz, Chairman, Starbucks Coffee

Virtually every company wants to be the Nordstrom of their industry. Nordstrom is one of only five companies to make Fortune's "best companies to work for" and "most admired" list every year the surveys have been taken. Despite its position in the hard-hit retail sector, Nordstrom, with 193 stores in 28 states, never experienced a quarterly loss during the recent economic downturn. The Nordstrom Way to Customer Service, Second Edition explains what every business can learn from the world's most famous customer-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 the innovative social commerce features of its website
• Breakthroughs on Nordstrom's multi-channel approach to customer service

Nordstrom follows a set of principles that has made it a leader in its industry. Discover what endears Nordstrom to its customers, and learn how to apply those same standards to your company.

About the Author:

ROBERT SPECTOR is a bestselling business book author, international speaker, and consultant on Nordstrom's principles of customer service. His clients include companies such as Charles Schwab, Infiniti, Pfizer, Humana, and Wells Fargo. He has written for the New York Times, the Wall Street Journal, and Sports Illustrated. For more information or to contact Robert, visit www.RobertSpector.com.

PATRICK McCARTHY was with Nordstrom for more than thirty years and retired as the company's all-time top-performing salesperson.

Bibliographic Details

Title: The Nordstrom Way: Second Edition
Publisher: Wiley
Publication Date: 2012
Binding: Soft cover
Condition: good
Edition: 2nd Edition