The Nordstrom Way To Customer Service Excellence PDF Free Download

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The-nordstrom-way-to-customer-experience-excellence-creating-a-values-driven-service-culture 1/5 Downloaded from dev.endhomelessness.org on November 2, 2021 by guest EPUB The Nordstrom Way To Customer Experience Excellence Creating A Values Driven Service Culture As recognized, adventure as skillfully as experience not quite lesson. The Nordstrom Way to Customer Service Excellence-Robert Spector 2005 A new 'how-to' version of a customer service classic First published in 1995, The Nordstrom Way has consistently been one of the bestselling backlist books on customer service, with over 100,000 copies sold. Download Customer Service The Nordstrom Way To Customer Service Excellence - Free epub, mobi, pdf ebooks download, ebook torrents download. 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. The-nordstrom-way-to-customer-experience-excellence-creating-a-values-driven-service-culture 1/5 Downloaded from dev.endhomelessness.org on November 2, 2021 by guest EPUB The Nordstrom Way To Customer Experience Excellence Creating A Values Driven Service Culture As recognized, adventure as skillfully as experience not quite lesson.

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  2. The Nordstrom Way To Customer Service Excellence Pdf Free Download Windows 10
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The Handbook For Becoming the 'Nordstrom' of Your Industry

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The Handbook For Becoming the 'Nordstrom' of Your Industry

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The Nordstrom Way shows the direct link between empoweringyour employees and creating a long-term relationship with yourcustomers. More businesses should follow Nordstrom's example. --Howard Schultz, Chairman, Starbucks Coffee Virtually every company wants to be the Nordstrom of theirindustry. Nordstrom is one of only five companies to make Fortune's'best companies to work for' and 'most admired' list every year thesurveys have been taken. Despite its position in the hard-hitretail sector, Nordstrom, with 193 stores in 28 states, neverexperienced a quarterly loss during the recent economic…mehr

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  • The Nordstrom Way to Customer Experience Excellence (eBook, PDF)
  • The Nordstrom Way to Customer Service Excellence (eBook, ePUB)
  • Marketing Your Retail Store in the Internet Age (eBook, PDF)
The Nordstrom Way shows the direct link between empoweringyour employees and creating a long-term relationship with yourcustomers. More businesses should follow Nordstrom's example. --Howard Schultz, Chairman, Starbucks Coffee Virtually every company wants to be the Nordstrom of theirindustry. Nordstrom is one of only five companies to make Fortune's'best companies to work for' and 'most admired' list every year thesurveys have been taken. Despite its position in the hard-hitretail sector, Nordstrom, with 193 stores in 28 states, neverexperienced a quarterly loss during the recent economic downturn.The Nordstrom Way to Customer Service, Second Editionexplains what every business can learn from the world's most famouscustomer-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 theinnovative social commerce features of its website * Breakthroughs on Nordstrom's multi-channel approach to customerservice Nordstrom follows a set of principles that has made it a leaderin its industry. Discover what endears Nordstrom to its customers,and learn how to apply those same standards to your company.

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  • Produktdetails
  • Verlag: John Wiley & Sons
  • Seitenzahl: 240
  • Erscheinungstermin: 7. Februar 2012
  • Englisch
  • ISBN-13: 9781118222669
  • Artikelnr.: 38238800
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Preview — The Nordstrom Way by Robert Spector

'The Nordstroms 'wrote the book' on customer service. Now we have a chance to read, chapter by chapter, how through four generations this family has established one of the finest retail institutions in the world.'-Peter Strom, Former Vice Chairman Polo/Ralph Lauren
According to David Glass, President and CEO of Wal-Mart, Nordstrom's customer service standards are 'what we
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Published December 1st 1999 by Wiley (first published May 12th 1995)
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Rating details

I suppose I could be biased - I share my name with the store - but I read this while I was in sales management and greatly enjoyed the book. Nordstrom developed a reputation for superior customer service in the most simple, straight-forward way possible: delivering it consistently. This didn't happen by chance, or automatically. It takes courage to empower front-line employees to 'make it right.' They have done that and it has paid off. If you're in management or sales, or customer service, give...more
Jan 18, 2015Jay rated it it was amazing · review of another edition
Easy to read little gem of a book!,
I took lots of notes for my real estate practice. We run a high touch, high service model and this little book sparked a lot of thought. It's easy to read and I loved all the ways to implement the Nordstrom Way outlined in the back. If every company president read this book and just implemented one thing - the world would be a friendlier place!
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Sep 28, 2019Prabhu R. rated it it was amazing · review of another edition
It was great to learn about a company whose name reflects 'Great Customer Service'. It is a company that empowers its employees to go beyond to ensure that there is a happy customer. Of course, all of this with the use of best judgement. A nice read about how a company could pass on the message and stick to it as the only primary value for over a century passed on for four generations and more. Most companies take the turn of the tide because of the decisions taken by the helm. Which will sway g...more
Dec 08, 2014Stephen Archer rated it it was amazing · review of another edition
The Nordstrom Way by Robert Spector and Patrick McCarthy is a book written by two previous employees about their experience with Nordstrom and how it relates to their experiences with the customers who chose to, not only shop, but return to the stores because of the outstanding service received from the employees. This book is not for the faint of heart. The solutions Nordstrom give to provide excellent service can make for some challenging situations. However, from my experience, these suggesti...more
Jun 11, 2018Cherie rated it really liked it · review of another edition
Wow! An example of how treating people respectfully can really pay off.
I found it got depressing after a bit because if employees do not have a management staff that buys into this strategy and supports them it would be difficult to maintain. It's the future though and will be necessary if stores want to compete successfully with online shopping.
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Nov 13, 2017Jenna rated it liked it · review of another edition
I have to say, this book was not as good as I remember. I enjoyed many of the chapters, but only about half. I bought this book to read with my team and there was a lot of good information in it, but it was not quite as revolutionary as I remember.
Apr 29, 2018Skot Nelson rated it liked it · review of another edition
Full of lots of examples of Nordstrom’s “put the customer” first the book reads like a series of anecdotes and provides little insight into truly implementing “The Nordstrom Way.” A good intro to “customer first” thinking at best, I’d look elsewhere for help on implementation.
Jul 15, 2017Jill rated it it was amazing · review of another edition
Amazing read. Taught me so much. And I want to shop at Nordstrom now. Sad I never worked there.
Oct 31, 2017Ryan Barrios rated it really liked it · review of another edition
A little technical at times but overall an excellent expose of what customer service ought to look like in the marketplace.
Jan 08, 2018Shanda Macomber rated it liked it · review of another edition
Decent book
Nothing too earth shattering but it was a decent read. Not sure I’d read again or not but I’d consider it.
Oct 20, 2019Amie Wills rated it it was amazing · review of another edition
Filled with stories and methods of applying great customer service. I read this for a business class, but will use the information in many areas of my life. Easy to read but has some redundancy.
Mar 20, 2017Silvio Pellas rated it really liked it · review of another edition
Pretty good
Very interesting perspective on Nordstrom helpful to better develop a customer centric culture in your company. Worth the read. Could be denser.
Jan 23, 2008Patrick rated it liked it · review of another edition
Shelves: business-history, business-ideas-and-philosophy
I picked this up because, if you're a guy living on the West Coast, sooner or later your lady friends are going to mention Nordstrom. Growing up back east, I had never heard of this clothing and shoe retailer, but most ladies out here love them.
If even half the stories in the first five chapters of this book are true, then it's easy to see why. As a former manager, I think everybody working today needs to take on the attitude that, no matter what specifically you may do for a living, you are in
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Mar 22, 2014John rated it really liked it · review of another edition
This book focuses on how Nordstrom delivers their superior customer service, from hiring and training to rewards and compensation. The idea is that readers can learn from Nordstrom and apply some of those lessons to their own organizations. Some of the concepts are basic - hire great people, and give them the autonomy to make customers happy. But author Robert Spector goes into great detail about how Nordstrom really lives their beliefs, from preaching an inverted pyramid with customers at the t...more
Jan 25, 2016Shyam rated it really liked it
What we take away from a book depends in a large part on what we want from it. In that sense, reading this book gave me a wealth of understanding about the retail business.
In context, being an absolute amateur with little to no knowledge of how retail works, the book chronicled the life of Nordstrom lucidly, in a style that never allowed my attention to stray too far.
Two words of caution.
If you are looking for a book that is current and speaks of the turbulence in the retail industry *now* an
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Dec 04, 2014Russ Mathers rated it it was amazing · review of another edition
Very good book about Nordstrom's customer service model. I'm not a big shopper, and when I do shop I appreciate good service. I was sold on Nordstrom when they exchanged a year old pair of nice shoes that became water stained after I had to stand in a rain puddle while parking AF-1. They didn't know that, they just saw a guy who stained his shoes, didn't make a lot of money and the salesman on the floor replaced them with a new pair.
Nordstrom has great service and this book has a few ideas on ho
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Jul 24, 2011Jesse Peterson rated it liked it · review of another edition
I read this book because I work in retail for a young adults' clothing store and I constantly try to improve my customer service. I very much liked this book and found it very helpful, however, the first couple of chapters about Nordstrom's beginnings I found uninteresting. There are several typos and grammatical errors which can be distracting, and the book repeats itself a few times. However, I found the customer service tips and true stories to be very helpful, even for my work where I am pai...more
Sep 22, 2014Nonrequired Reading rated it really liked it · review of another edition
I'm a huge fan and advocate for the way Nordstrom treats its customers, and this book certainly solidifies that opinion. I found this book to be very insightful and, generally, a joy to read; I couldn't put it down! While myself and many others in this field don't have some of the luxuries of Nordstrom (ability to pay on commission, a fully customer-focused executive team, or even have face-to-face interactions with customers in some cases), this book is full of solid advice and ideas that can b...more
Nov 22, 2011Karen rated it liked it
I recognized some similarities between the Nordstrom Way and my employer's way, and was heartened that such a big company as Nordstrom is able to succeed at giving individual employees a lot control over how they do their jobs. The later chapters of this book, which discussed the future of retailing as it looked around 1995, were really interesting as far as seeing what did and didn't come to pass. ...more
Nov 29, 2015Matt Bono rated it liked it · review of another edition
Collection of Anecdotes
I love Nordies and learning about successful business ideas, but this book is a collection of anecdotes about successful execution rather than business insights. Great if you're in retail, you should get a lot of examples of ways you could ramp up customer service at different touchdowns. But this doesn't help much if you're trying to find insights to apply outside of retail.
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Jan 12, 2015Milen Marinov rated it really liked it · review of another edition
A very good professional read about Customer Service and the Nordstrom Way to do it. Excellent practical examples which would be hands-on for many 'Managers', who have never thoght how essential it is in any business....more
Very clear that it isn't unbiased since the two authors worked for Nordstrom. However, the book is well laid out and I liked the stories about the culture of the company. Nordstrom is a fascinating organization. ...more
Good book for anyone in retail sales.
Personal customer service is Key.
this was a great book about nordstrom...good reading before an interview.

The Nordstrom Way To Customer Service Excellence PDF free. download full

excellent for anyone in customer service
Sep 15, 2010Karen rated it liked it · review of another edition
The Nordstrom Way To Customer Service Excellence PDF Free DownloadMay 08, 2012Meredith rated it it was ok
Shelves: business-technology, non-fiction, pacific-northwest
Written in the mid 90s, this book is a bit out of date. I'd be interested in an updated version with a focus on ecommerce....more
Enjoyed reading about what Nordstrom was built on. Customer service.
This is a great book for anyone who needs to improve customer service skills. Actual stories of how Nordstrom employees practice the ultimate in customer service are used to illustrate.
Sep 02, 2012Julie rated it really liked it · review of another edition
This book outlines the ultimate in customer service skills by using actual examples of service practiced by employees at Nordstrom.
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Robert Spector is an author of business books, consultant and motivational speaker focusing on customer service.
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The Nordstrom Way To Customer Service Excellence Pdf Free Download Windows 10

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“That was a tremendous learning experience,” said McCarthy. “Never judge a book by its cover; open it up. If you treat a kid who is buying a $19.95 belt the same as a businessman buying a $1,995 Oxford suit, you will be successful. That kid might become a customer for life.” — 2 likes
“Don’t reinvent the wheel. Focus on winning one customer at a time. Be honest and sincere. Do what’s right. There’s nothing magical about this.’ That’s been my guiding principle. To make it work, you have to live it every day. Make it your mind-set.” — 2 likes

The Nordstrom Way To Customer Service Excellence PDF Free Download For Windows 7

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