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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: John Wiley & Sons
ISBN: 111823653X
Category : Business & Economics
Languages : en
Pages : 239
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Book Description
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.
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: Wiley
ISBN: 9780471191711
Category : Business & Economics
Languages : en
Pages : 260
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Book Description
Praise for The Nordstrom Way . . . "Outstanding customer service and Nordstrom's are synonymous. The innovative approach has allowed them to find out what the customers want and then do it. Their standards of service are what we all shoot for."—David D. Glass, President and Chief Executive Officer, Wal-Mart Stores, Inc. "Nordstrom is a national model for outstanding customer service. American business should use this book as a primer to learn how to make and keep happy, satisfied customers."—Willard Marriott, Jr., Chairman and President, Marriott International, Inc. "When you run a family business that includes your customers as extended family, you're unbeatable. This book outlines an American family saga that has become the admiration of the world."—Leonard A. Lauder, President and Chief Executive Officer, Estée Lauder Companies. "Nordstrom's business is built on one-to-one communication with the customer. Their professional salespeople bridge the gap between the designer and the consumer. The Nordstrom Way is what the '90s are all about!"—Donna Karan, Designer and Chief Executive Officer, Donna Karan Company.
Author: BusinessNews Publishing,
Publisher: Primento
ISBN: 2511018497
Category : Business & Economics
Languages : en
Pages : 43
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Book Description
The must-read summary of Robert Spector and Patrick McCarthy's book: "The Nordstrom Way: Inside America's #1 Customer Service Company". This complete summary of the ideas from Robert Spector and Patrick McCarthy's book "The Nordstrom Way" explains the philosophy of this company on doing whatever it takes to create a satisfied customer. In their book, the authors demonstrate how Nordstrom organizes and empowers its employees to use their initiative in practice. Thanks to this freedom, employees find innovative and appropriate ways to provide customers with knock-out levels of service. This summary provides the reader with useful knowledge about how to deliver amazing customer service and is a must-read for all leaders who want their company to be successful. Added-value of this summary: • Save time • Understand key concepts • Expand your knowledge To learn more, read "The Nordstrom Way" and find out how you can learn from the world's best customer service company and achieve excellence.
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: Kristen Nordstrom
Publisher: Charlesbridge Publishing
ISBN: 1580899471
Category : Juvenile Nonfiction
Languages : en
Pages : 48
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Book Description
“Young readers will be captivated by the contemporary inventors and inventions featured, and inspired to incorporate biomimicry into their own designs.” —Miranda Paul, author of One Plastic Bag and Water is Water Who's the best teacher for scientists, engineers, AND designers? Mother nature, of course! When an inventor is inspired by nature for a new creation, they are practicing something called biomimicry. Meet ten real-life scientists, engineers, and designers who imitate plants and animals to create amazing new technology. An engineer shapes the nose of his train like a kingfisher's beak. A scientist models her solar cell on the mighty leaf. Discover how we copy nature's good ideas to solve real-world problems! WINNER AAAS/Subaru SB&F Prize for Excellence in Science Books A National Science Teacher Association Best STEM Book “Mimic Makers reveals marvels of engineering inspired by nature with images that invite careful observation and explanations that are expressive, but never over simplified.” —Kim Parfitt, AP Biology and Environmental Science teacher, curriculum developer for Howard Hughes Medical Institute Biointeractive, and recipient of the Presidential Award for Excellence in Science and Math Teaching. “Amazing! . . . Love that the book features the scientists and inventors, and that there is a diverse set of them. —Janine Benyus, co-founder of the Biomimicry Institute
Author: Natalee Woods
Publisher: Amberjack Publishing
ISBN: 1944995811
Category : Biography & Autobiography
Languages : en
Pages : 278
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Book Description
Lingerie is the foundation for every woman's wardrobe, but it's also where we feel the most pressure to be beautiful—and feel the most shame at falling short of impossible standards. Concerns about our age, body type, family expectations, jobs, and romantic partners crowd into the dressing room with us. The result is a bra that fits other people's standards instead of our own bodies. As a bra-fitter at a high-end department store for more than a decade, Natalee Woods watched women bravely facing down their fears and embracing what worked for them. FULL SUPPORT shares their stories.
