Robert Spector Boeken

This book focuses on the customer service principles espoused by the Nordstrom department store chain, a legend in retailing and customer service. It shows how the Nordstrom customer service culture can work in any company or industry -- computer repair centers, bicycle shops, medical clinics, credit unions, and more. The book features case studies from many companies that have successfully adopted and adapted the lessons from The Nordstrom Way, the author's successful book about the founding of Nordstrom and the beliefs the Nordstrom family imparts to its employees. Helps other companies apply Nordstrom's principles to their own customer service practices Provides lessons on how to find and focus on customer needs, follow-up, and ensure customer satisfaction

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First published in 1995, The Nordstrom Way is a classic guide to great customer service. This new book replaces The Nordstrom Way with an even more practical guide to becoming the “Nordstrom” of your industry. Designed for customer service managers and trainers, as well as business owners, it’s an invaluable resource for designing your own programs and initiatives. The authors not only explain the principles of the world’s best customer service company, they also show you how to implement them in your own organization. The Nordstrom Way to Customer Service Excellence will help your business make customers its number one concern, and help make your business number one in your industry.

The Nordstrom family has established one of the finest retail institutions through four generations, renowned for its exceptional customer service. Esteemed figures like David Glass of Wal-Mart and Morley Safer of 60 Minutes have praised Nordstrom's service standards, highlighting the unique approach that sets it apart from competitors. This updated Second Edition unveils the secrets behind Nordstrom's success, featuring insights from veteran journalist Robert Spector and top salesman Patrick McCarthy, along with exclusive interviews with the Nordstrom family and executives. The book reveals practical lessons on how to effectively respond to customer needs, emphasizing the value of good service, building customer relationships, and empowering frontline staff. With numerous examples of outstanding service, it offers a behind-the-scenes look at how Nordstrom maintains its supremacy in retail. Praised by industry leaders, the book serves as a valuable resource for understanding and implementing top-tier customer service practices. It illustrates how a family business that treats customers as extended family can thrive, making it a model for American business to emulate in creating satisfied and loyal customers.