The nordstrom way to customer service excellence: a handbook for becoming the nordstrom of your industry (paperback)
Auteurs : SPECTOR Robert, MCCARTHY Patrick D.
Praise for The Nordstrom Way
"Offers lessons on achieving extraordinary customer service born from three decades of Robert Spector"s study of Nordstrom. This book will give you everything you need to take your service culture to the next level. The payoff, as Nordstrom knows, is sustainable profits through the loyalty and evangelism of those you serve!"*Joseph Michelli, PhD, New York Times #1 bestselling author of The Zappos Experience
"Businesses should use this book as a primer on making andkeeping happy, satisfied customers."*J. W. Marriott, Jr., Chairman and Chief Executive Officer, Marriott International
If you want to become the Nordstrom of your industry, this is your guidebook. 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, Nordstrom never experienced a quarterly loss during the recent economic downturn. The Nordstrom Way to Customer Service Excellence, Second Edition explains what every business can learn from the world"s most respected customer service-driven company.
This handbook includes a wealth of new resources for managers and trainers, including assessment tools, exercises for improving teamwork and morale, and the secrets of Nordstrom"s top-selling salespeople. New material in this revised edition includes:
New chapters on online customer service and the innovative social commerce features of Nordstrom"s website
Breakthroughs on Nordstrom"s multichannel approach to customer service
Tools for creating a custom-driven culture
And more!
Phase I: Culture
Chapter 1: Tell the Story: How Nordstrom Became Nordstrom
Chapter 2: Hire With Care: Finding the Right fit for the Culture
Chapter 3: Nurture The Nordie: Mentor, Support, Praise, Recognize, and Reward
Chapter 4: Empower Entrepreneurs to Own the Customer Experience
Chapter 5: Compensate According to Results
Chapter 6: Communication and Teamwork: We"re all in the Customer Service Department
Chapter 7: Citizen Nordstrom: Doing Well, Doing Good
Phase II: Experience
Chapter 8: Create an Inviting Place: Why Brick-and-Mortar Still Matters
Chapter 9: Touchpoints: Multi-Channel Customer Service
Chapter 10: The Sale is Never Over: Establish, Nurture and Sustain Long-Term Relationships With Your Customers
Phase III: Applications
Acknowledgements
Date de parution : 03-2012
Ouvrage de 256 p.
Disponible chez l'éditeur (délai d'approvisionnement : 12 jours).
Prix indicatif 22,48 €
Ajouter au panier