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The Nordstrom Way to Customer Service Excellence : the Handbook For Becoming the "Nordstrom" of Your Industry.
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.--Howard Schultz, Chairman, Starbucks CoffeeVirtually every company wants to be the Nordstrom of their industry....
| Clasificación: | Libro Electrónico |
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| Autor principal: | |
| Otros Autores: | |
| Formato: | Electrónico eBook |
| Idioma: | Inglés |
| Publicado: |
Hoboken :
John Wiley & Sons,
2012.
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| Edición: | 2nd ed. |
| Temas: | |
| Acceso en línea: | Texto completo (Requiere registro previo con correo institucional) |
Tabla de Contenidos:
- The Nordstrom Way to Customer Service Excellence: The Handbook for Becoming the "Nordstrom" of Your Industry; Contents; Introduction; Phase I: Culture; 1: Tell the Story: How Nordstrom Became Nordstrom; 2: Hire With Care: Finding the Right Fit for the Culture; 3: Nurture the Nordie: Mentor, Support, Praise, Recognize, and Reward; 4: Empower Entrepreneurs to Own the Customer Experience; 5: Compensate According to Results; 6: Communication and Teamwork: We're All in the Customer Service Department; 7: Citizen Nordstrom: Doing Well, Doing Good; Phase II: Experience.
- 8: Create an Inviting Place: Brick-and-Mortar Still Matters9: Touchpoints: Multichannel Customer Service; 10: The Sale Is Never Over: Establish, Nurture, and Sustain Long-Term Relationships With Your Customers; Phase III: Applications: How to Become the Nordstrom of Your Industry; Acknowledgments; Index.