The Nordstrom Way: Second Edition

Spector, Robert

ISBN 10: 1118076672 / ISBN 13: 9781118076675

Published by Wiley, 2012

About this Item

Book is in very good condition and may include minimal underlining highlighting. The book can also include "From the library of" labels. May not contain miscellaneous items toys, dvds, etc. . We offer 100% money back guarantee and 24 7 customer service.

Seller Inventory # ZBV.1118076672.VG

Bibliographic Details

• Title: The Nordstrom Way: Second Edition
• Publisher: Wiley
• Publication Date: 2012
• Language: English
• ISBN 10: 1118076672
• ISBN 13: 9781118076675
• Binding: Soft cover
• Edition: 2nd Edition
• Condition: very_good

About this title

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.