The Nordstrom Way to Customer Service Excellence
The Handbook For Becoming the “Nordstrom” of Your Industry
About the book
Nordstrom, one of only five companies to appear every year on both Fortune's most admired list and its list of best employers, is the model Robert Spector and Patrick D. McCarthy hold up for other businesses. The authors explain the principles behind the retailer's customer service and show how to put them into practice elsewhere, with tools for building a customer-driven culture. The handbook replaces the earlier The Nordstrom Way as a more practical guide, and it is meant for business owners and for the managers and trainers who run customer service. A revised edition adds chapters on online service, the social commerce features of the company's website and its multi-channel approach.
Howard Schultz endorsed it for showing the direct link between empowering employees and building long-term customer relationships, and J. W. Marriott, Jr. praised it as a primer on keeping customers happy and satisfied.
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This book has 2 recommendations
Howard Schultz (Chairman/Starbucks)
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.
J. W. Marriott, Jr. (CEO/Marriott International)
Businesses should use this book as a primer on making and keeping happy, satisfied customers.
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Howard Schultz, J. W. Marriott, Jr.
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Robert Spector, Patrick D. McCarthy