The Nordstrom Way: The Inside Story of America's #1 Customer Service Company

3,83 valoración promedio
( 409 valoraciones por Goodreads )
 
9780471161608: The Nordstrom Way: The Inside Story of America's #1 Customer Service Company

Praise for The Nordstrom Way

"Outstanding customer service and Nordstrom's are synonymous. The innovative approach has allowed them to find out what the customers want and then do it. Their standards of service are what we all shoot for." - David D. Glass President and Chief Executive Officer Wal-Mart Stores, Inc.

"Nordstrom is a national model for outstanding customer service. American business should use this book as a primer to learn how to make and keep happy, satisfied customers." - J. Willard Marriott, Jr. Chairman and President Marriott International, Inc.

"When you run a family business that includes your customers as extended family, you're unbeatable. This book outlines an American family saga that has become the admiration of the world." - Leonard A. Lauder President and Chief Executive Officer Estée Lauder Companies

"Nordstrom's business is built on one-to-one communication with the customer. Their professional salespeople bridge the gap between the designer and the consumer. The Nordstrom Way is what the '90s are all about!" - Donna Karan Designer and Chief Executive Officer Donna Karan Company

"Sinopsis" puede pertenecer a otra edición de este libro.

From the Inside Flap:

The Nordstrom Way "The Nordstroms 'wrote the book' on customer service. Now we have a chance to read, chapter by chapter, how through four generations this family has established one of the finest retail institutions in the world." -Peter Strom Former Vice Chairman, Polo/Ralph Lauren According to David Glass, President and CEO of Wal-Mart, Nordstrom's customer service standards are "what we all shoot for." In his 60 Minutes profile on Nordstrom, Morley Safer raved that the much-acclaimed "Nordstrom Way" was "not service like it used to be, but service like it never was." What makes Nordstrom so special? What, exactly, does this retail giant do that so clearly distinguishes it from the competition? How does the Nordstrom customer service culture work? And, most important, what lessons can industry learn from Nordstrom's example? This updated Second Edition reveals the secrets behind the phenomenal success of this American customer-service legend. Written by veteran journalist Robert Spector and top Nordstrom salesman Patrick McCarthy, and based on exclusive, in-depth interviews with the Nordstrom family, senior executives, directors, and salespeople, this captivating book tells you how this much admired-and much feared-powerhouse retains its customer-service supremacy in the competitive world of bricks-and-mortar retail. In The Nordstrom Way, the authors isolate practical lessons that teach how to better respond to customers' needs so they'll keep coming back to you, including:
* Valuing the nobility of good service
* Finding and bonding with customers
* Serving and keeping those customers
* Giving frontline people the freedom to make decisions
Packed with examples of excellent customer service, The Nordstrom Way offers a fresh behind-the-scenes look that provides lessons on how to find and focus on customer needs, follow-up, and customer satisfaction.

About the Author:

ROBERT SPECTOR is a Seattle-based freelance writer who has covered Nordstrom since 1982 for Women's Wear Daily and other publications of the Fairchild Fashion Group. PATRICK D. McCARTHY, of Seattle, has been with Nordstrom for more than 20 years. He is one of the top-performing salespeople in the company.

"Sobre este título" puede pertenecer a otra edición de este libro.

Los mejores resultados en AbeBooks

1.

Spector, Robert; McCarthy, Patrick D.
Editorial: Wiley
ISBN 10: 0471161608 ISBN 13: 9780471161608
Nuevos PAPERBACK Cantidad: 1
Librería
Your Online Bookstore
(Houston, TX, Estados Unidos de America)
Valoración
[?]

Descripción Wiley. PAPERBACK. Estado de conservación: New. 0471161608 Ships promptly. Nº de ref. de la librería GLN4314CFKG121316H0608

Más información sobre esta librería | Hacer una pregunta a la librería

Comprar nuevo
EUR 25,01
Convertir moneda

Añadir al carrito

Gastos de envío: GRATIS
A Estados Unidos de America
Destinos, gastos y plazos de envío

2.

Spector, Robert; McCarthy, Patrick D.
Editorial: Wiley
ISBN 10: 0471161608 ISBN 13: 9780471161608
Nuevos PAPERBACK Cantidad: 1
Librería
Orion Tech
(Grand Prairie, TX, Estados Unidos de America)
Valoración
[?]

Descripción Wiley. PAPERBACK. Estado de conservación: New. 0471161608 . Nº de ref. de la librería HCI4303ABGG061517H0348P

Más información sobre esta librería | Hacer una pregunta a la librería

Comprar nuevo
EUR 26,69
Convertir moneda

Añadir al carrito

Gastos de envío: GRATIS
A Estados Unidos de America
Destinos, gastos y plazos de envío

3.

McCarthy, Patrick D., Spector, Robert
Editorial: Wiley (1996)
ISBN 10: 0471161608 ISBN 13: 9780471161608
Nuevos Paperback Cantidad: 1
Librería
pickabook
(san francisco, CA, Estados Unidos de America)
Valoración
[?]

Descripción Wiley, 1996. Paperback. Estado de conservación: New. Nº de ref. de la librería mon0000173269

Más información sobre esta librería | Hacer una pregunta a la librería

Comprar nuevo
EUR 23,82
Convertir moneda

Añadir al carrito

Gastos de envío: EUR 3,42
A Estados Unidos de America
Destinos, gastos y plazos de envío

4.

Robert Spector, Patrick D. McCarthy
Editorial: Wiley (1996)
ISBN 10: 0471161608 ISBN 13: 9780471161608
Nuevos Paperback Cantidad: 1
Librería
Ergodebooks
(RICHMOND, TX, Estados Unidos de America)
Valoración
[?]

Descripción Wiley, 1996. Paperback. Estado de conservación: New. Reprint. Nº de ref. de la librería DADAX0471161608

Más información sobre esta librería | Hacer una pregunta a la librería

Comprar nuevo
EUR 27,56
Convertir moneda

Añadir al carrito

Gastos de envío: EUR 3,42
A Estados Unidos de America
Destinos, gastos y plazos de envío

5.

Spector, Robert, McCarthy, Patrick D.
Editorial: Wiley (1996)
ISBN 10: 0471161608 ISBN 13: 9780471161608
Nuevos Paperback Cantidad: 2
Librería
Murray Media
(North Miami Beach, FL, Estados Unidos de America)
Valoración
[?]

Descripción Wiley, 1996. Paperback. Estado de conservación: New. Nº de ref. de la librería P110471161608

Más información sobre esta librería | Hacer una pregunta a la librería

Comprar nuevo
EUR 34,20
Convertir moneda

Añadir al carrito

Gastos de envío: EUR 2,56
A Estados Unidos de America
Destinos, gastos y plazos de envío

6.

Robert Spector; Patrick D. McCarthy
Editorial: Wiley (1996)
ISBN 10: 0471161608 ISBN 13: 9780471161608
Nuevos Paperback Cantidad: 1
Librería
Irish Booksellers
(Rumford, ME, Estados Unidos de America)
Valoración
[?]

Descripción Wiley, 1996. Paperback. Estado de conservación: New. book. Nº de ref. de la librería 0471161608

Más información sobre esta librería | Hacer una pregunta a la librería

Comprar nuevo
EUR 40,09
Convertir moneda

Añadir al carrito

Gastos de envío: GRATIS
A Estados Unidos de America
Destinos, gastos y plazos de envío

7.

Spector, Robert; McCarthy, Patrick D.
Editorial: Wiley
ISBN 10: 0471161608 ISBN 13: 9780471161608
Nuevos PAPERBACK Cantidad: 1
Librería
Cloud 9 Books
(Wellington, FL, Estados Unidos de America)
Valoración
[?]

Descripción Wiley. PAPERBACK. Estado de conservación: New. 0471161608 New Condition. Nº de ref. de la librería NEW6.0245927

Más información sobre esta librería | Hacer una pregunta a la librería

Comprar nuevo
EUR 52,90
Convertir moneda

Añadir al carrito

Gastos de envío: EUR 4,27
A Estados Unidos de America
Destinos, gastos y plazos de envío