The Nordstrom Way: To Customer Service Excellence (2nd Edition)

Patrick Mccarthy , Robert Spector



Virtually every company wants to be the Nordstrom of their industry. Nordstrom is 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. Despite its position in the hard-hit retail sector, Nordstrom, with 193 stores in 28 states, never experienced a quarterly loss during the recent economic downturn. The Nordstrom Way to Customer Service, Second Edition explains what every business can learn from the world's most famous customer-service-driven company.

What will you learn from this book

  1. Customer-Centric Culture: Nordstrom is known for its customer-centric culture, emphasizing the importance of putting the customer first in all aspects of the business.

  2. Empowered Employees: Nordstrom empowers its employees to make decisions that benefit the customer, fostering a sense of ownership and responsibility for customer satisfaction.

  3. Exceptional Service Standards: The book likely discusses Nordstrom's commitment to maintaining high standards of service excellence, setting a benchmark for other companies.

  4. Personalized Customer Interactions: Nordstrom focuses on personalized interactions, tailoring the shopping experience to individual customer needs and preferences.

  5. Continuous Training and Development: The company invests in ongoing training and development for its employees to ensure they are equipped with the skills and knowledge necessary to provide outstanding service.

  6. Innovation in Service Delivery: Nordstrom is likely portrayed as an innovative company that constantly seeks new and improved ways to deliver exceptional service to its customers.

  7. Feedback and Improvement: The book may highlight Nordstrom's commitment to gathering customer feedback and using it constructively to make continuous improvements.

  8. Brand Loyalty: The Nordstrom way likely emphasizes the importance of building strong customer relationships to foster loyalty and repeat business.

  9. Adaptability to Changing Trends: Nordstrom's ability to adapt to changing market trends and customer expectations is likely discussed, showcasing its resilience in the retail industry.

  10. Community Engagement: The book may touch on Nordstrom's involvement in and commitment to the communities it serves, illustrating the importance of corporate social responsibility.

Language English
ISBN-10 8126536462
ISBN-13 9788126536467
No of pages 240
Font Size Medium
Book Publisher Wiley
Published Date 01 Jan 2012

About Author

Author : Robert Spector

2 Books

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