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E-book
The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the "Nordstrom" of Your Industry, 2nd EditionISBN: 978-1-118-23653-6
E-book
240 pages
February 2012
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Other Available Formats: Paperback
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PHASE I: Culture 1
1 Tell the Story: How Nordstrom Became Nordstrom 3
2 Hire With Care: Finding the Right Fit for the Culture 25
3 Nurture the Nordie: Mentor, Support, Praise, Recognize, and Reward 59
4 Empower Entrepreneurs to Own the Customer Experience 79
5 Compensate According to Results 103
6 Communication and Teamwork: We’re All in the Customer Service Department 115
7 Citizen Nordstrom: Doing Well, Doing Good 133
PHASE II: Experience 143
8 Create an Inviting Place: Brick-and-Mortar Still Matters 145
9 Touchpoints: Multichannel Customer Service 165
10 The Sale Is Never Over: Establish, Nurture, and Sustain Long-Term Relationships With Your Customers 181
PHASE III: Applications: How to Become the Nordstrom of Your Industry 195
Acknowledgments 215
Index 219
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