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Author: Robert Spector
Publisher: Wiley
ISBN: 9780471355946
Category : Business & Economics
Languages : en
Pages : 0
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Book Description
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
Author: Robert Spector
Publisher: Wiley
ISBN: 9780471355946
Category : Business & Economics
Languages : en
Pages : 0
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Book Description
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
Author: Robert Spector
Publisher: John Wiley & Sons
ISBN: 1119375355
Category : Business & Economics
Languages : en
Pages : 231
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Book Description
"Top Ten Business Books For 2017" - Forbes The fully revised and updated edition of the classic book about Nordstrom's extraordinary customer service In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization—in any industry—in every corner of the world. This is not a book about selling shoes or clothes or cosmetics or jewelry. It is a book about how underlying values such as respect, trust, compensation and, even fun, are the building blocks of a culture where employees are empowered to consistently deliver a world-class experience to customers. Nordstrom believes that the employee experience determines the customer experience, and that when you attract and reward people who are comfortable in a service-oriented culture, then everyone succeeds—both individually and collectively. No wonder Nordstrom is one of only five companies to make Fortune's "Best Companies to Work For" and "Most Admired" lists every year since those surveys have been taken. With new interviews from senior Nordstrom executives and family members, the book explains how to successfully respond to today's tech-savvy, time-crunched customers who demand a convenient, seamless, painless, personal experience across all channels. Nordstrom gives its frontline people all the digital tools necessary to satisfy the customer—and your organization must do the same, if it wants to adapt. The authors show what it takes to earn brand loyalty, lead through change and uncertainty, and combine extraordinary brick-and-mortar with online experiences. 'The single most important reason we try to provide great service is this: It enables us to sell more,' says co-president Blake Nordstrom, great-grandson of the founder. 'The best way for our company to achieve results is to do what's best for the customer.' In this book, readers will find: Suggestions for becoming the Nordstrom of your industry The ten values that define a customer-driven culture Lessons for providing superior service and experience across all channels
Author: Robert Spector
Publisher:
ISBN:
Category : Business & Economics
Languages : en
Pages : 264
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Book Description
An in-depth look at how Nordstrom has become a retailing legend, with 79 stores across the United States, an annual revenue of $4 billion, and a host of satisfied customers. Spector explores the creation of Nordstrom culture, organization and mystique.
Author: Robert Spector
Publisher: Harper Collins
ISBN: 0061853127
Category : Business & Economics
Languages : en
Pages : 304
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Book Description
In Amazon.com Jeff Bezos built something the world had never seen. He created the most recognized brand name on the Internet, became for a time one of the richest men in the world, and was crowned "the king of cyber-commerce." Yet for all the media exposure, the inside story of Amazon.com has never really been told. In this revealing, unauthorized account, Robert Spector, journalist and best-selling author, gives us this up-to-date, fast-paced, behind-the-scenes story of the company's creation and rise, its tumultuous present, and its uncertain future.
Author: Robert Spector
Publisher:
ISBN:
Category : Biography & Autobiography
Languages : en
Pages : 100
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Book Description
Author: Robert Spector
Publisher: Bloomsbury Publishing USA
ISBN: 0802779115
Category : History
Languages : en
Pages : 302
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Book Description
Business journalist Robert Spector grew up working in his family's butcher shop in Perth Amboy, New Jersey, where he learned invaluable lessons about the independent retail business. Mom & pop stores have always brought people together, fostering a sense of neighborhood identity and camaraderie, and are the glue that connects people in big cities and small towns alike. Long fascinated by the "direct connection" people feel as merchants and customers when they do business in neighborhood stores, at shops that are not super-sized, but human-sized, and responding to the growing "buy local" movement across the country, Spector set out to discover the state, and the state of mind, of independent retailing in America. From a specialty soda pop shop in Los Angeles to a florist shop in Dayton, Ohio, from a bakery in Chicago to a bookstore in Washington State, mom & pop store owners shared their stories with him, revealing the spirit and tenacity of the small business owner, dealing with frustration and defeat as well as triumph and success. Spector also interweaves the history of independent retailing. The Mom & Pop Store reflects the story of this country, for it embraces and cross-references every ethnic group, and virtually every element of our society.
Author: Micah Solomon
Publisher: HarperCollins Leadership
ISBN: 1400214939
Category : Business & Economics
Languages : en
Pages : 241
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Book Description
The ultimate guide to transforming your customer service, company culture, and customer experience, endorsed by all the top names in the field. Great customer service may be today's most essential competitive advantage. This book gives a step-by-step plan to craft a customer service culture and customer experience so powerful that they'll transform your organization and boost your company's bottom line. You'll enjoy inspirational and hilarious tales from the trenches as author Micah Solomon, one of the world's best-known customer service consultants and thought leaders, brings you with him on hands-on adventures assessing and transforming customer service in a variety of industries. In Ignore Your Customers (and They'll Go Away), you will find: Exclusive customer service secrets and proven turnaround methodologies showing you how to perform effective and lasting customer service transformation within your company. A dive into one of the hottest topics in business today: company culture, specifically how to build and sustain a customer-centric company culture. Case studies and anecdotes from the great customer-centric companies of our time. Each chapter concludes with a Business Reading Group Guide and a point-by-point summary to maximize your memory retention and make every insight actionable. Drawing on a wealth of stories assembled from today's most innovative and successful companies including Amazon, USAA, The Ritz-Carlton Hotel Company, Nordstrom, MOD Pizza, and more, Solomon reveals what it takes to turn an average customer interaction into one that drives customer engagement and lifelong loyalty.
Author: Shellye Archambeau
Publisher: Hachette UK
ISBN: 1538702908
Category : Business & Economics
Languages : en
Pages : 200
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Book Description
*Named a Best Business Book of 2020 by Fortune and Bloomberg* Full of empowering wisdom from one of Silicon Valley's first female African American CEOs, this inspiring leadership book offers a blueprint for how to achieve your personal and professional goals. Shellye Archambeau recounts how she overcame the challenges she faced as a young black woman, wife, and mother, managing her personal and professional responsibilities while climbing the ranks at IBM and subsequently in her roles as CEO. Through the busts and booms of Silicon Valley in the early 2000s, this bold and inspiring book details the risks she took and the strategies she engaged to steer her family, her career, and her company MetricStream toward success. Through her journey, Shellye discovered that ambition alone is not enough to achieve success. Here, she shares the practical strategies, tools, and approaches readers can employ right now, including concrete steps to most effectively: Dismantle impostor syndrome Capitalize on the power of planning Take risks Developing financial literacy Build your network Establish your reputation Take charge of your career Integrate work, marriage, parenthood, and self-care Each chapter lays out key takeaways and actions to increase the odds of achieving your personal and professional goals. With relatable personal stories that ground her advice in the real world and a foreword by leading venture capitalist and New York Times bestselling author Ben Horowitz, Unapologetically Ambitious invites readers to move beyond the solely supportive roles others expect them to fill, to learn how to carefully tread the thin line between assertive and aggressive, and to give themselves permission to strive for the top. Make no apologies for the height of your ambitions. Shellye Archambeau will show you how.
Author: Carolyn Nordstrom
Publisher: Univ of California Press
ISBN: 0520250958
Category : Business & Economics
Languages : en
Pages : 516
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Book Description
"A deeply insightful book that connects the dots of the hidden systems that have subverted democracy and caused the type of desperation and anger that result in a 9/11. A book that opens our awareness."--John Perkins, author of The New York Times bestseller Confessions Of An Economic Hit Man "Anyone interested in global economic crime should read this book."--Charmian Gooch, a founding director of Global Witness "Global Outlaws is a revealing book about a global trend whose importance is still far from being fully recognized."--Moises Naim, Editor in Chief of Foreign Policy Magazine and author of Illicit: How Smugglers Traffickers and Copycats are Hijacking the Global Economy "Carolyn Nordstrom's important new book takes us on a dark journey through war-torn landscapes riddled with corruption, violence, and gross inequalities. It is a compelling study--one guided by the norms of scholarly research but also written out of deeply felt experience. A book infused by anger, compassion, but also hope."--Andrew Mack, University of British Columbia "This is a fascinating, insightful, and important ethnographic study of the intersection of crime, finance, and power in the illegal, 'informal', or underground economy. I have read all of Carolyn Nordstrom's books, and this is the best one yet."--Jeff Sluka, Massey University "Carolyn Nordstrom's Global Outlaws is a rare and remarkable fusion of economic anthropology and travel writing. The prose is highly engaging without being sensationalistic. This is a timely and fascinating read for anyone looking for an on-the-ground account of the clandestine underside of globalization."--Peter Andreas, co-author of Policing the Globe: Criminalization and Crime Control in International Relations "Carolyn Nordstrom is the best fieldworker in anthropology, bar none. Yet again she has pioneered new fieldsites and new forms of ethnography in this book, as well as presented a new framework for viewing economics and economic power. This is undoubtedly a highly important work that sets new frontiers for anthropology."--Monique Skidmore, Australian National University
Author: Ron Kaufman
Publisher:
ISBN: 9780984762507
Category : Business & Economics
Languages : en
Pages : 0
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Book Description
Kaufman takes you on a journey into the new world of service. Learn how the world's leading companies have changed the game, and how you can successfully follow this path to an uplifting service transformation.
