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The nordstrom way to customer service excellence: a handbook for becoming the nordstrom of your industry (paperback)

Langue : Anglais

Auteurs :

Couverture de l’ouvrage The nordstrom way to customer service excellence: a handbook for becoming the nordstrom of your industry (paperback)

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!

Introduction

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 :

Ouvrage de 256 p.

Disponible chez l'éditeur (délai d'approvisionnement : 12 jours).

Prix indicatif 22,48 €

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