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The Nordstrom Way to Customer Service Excellence
By: Robert Spector , Patrick D. McCarthyeBook Publisher: John Wiley & Sons
Imprint: Wiley
Format: ePub Encrypted (DRM)
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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 Coffee
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.
New material in this revised edition includes: "How To Become The Nordstrom Of Your Industry" Tools for creating a customer-driven culture Chapters on Nordstrom's online customer service and the innovative social commerce features of its website Breakthroughs on Nordstrom's multi-channel approach to customer service
Nordstrom follows a set of principles that has made it a leader in its industry. Discover what endears Nordstrom to its customers, and learn how to apply those same standards to your company.
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| Title of Business & Economics eBook: The Nordstrom Way to Customer Service Excellence | |
| Release Date: 02-07-2012 | |
| Publisher: Wiley |
This eBook download is available in the following formats:
| Parent title | The Nordstrom Way to Customer... |
|---|---|
| Encrypted (DRM) | Yes |
| SKU | 9781118222669 |
| File size | 2199 |
| Security | n/a |
| Printing | Not allowed |
| Copying | Not allowed |
| Read aloud | No Sys requirements Download reader |
| Devices | Samsung Tablet, Apple Ipad & Iphone, Barnes & Noble Nook, Kobo eReader, Aluratek Libre, Iliad, Nokia, Blackberry, Hanlin |
| Note | Excellent navigation features are available via Adobe such as bookmarks and a quick access table of contents. Text search is easily accessible. An Adobe DRM-protected file is different than a pdf file in that it uses Adobe DRM (Digital Rights Management) technology, which authors and publishers use to protect their content from illegal online distribution and to set certain privileges such as restrictions on copying and printing. |
The Nordstrom Way to Customer Service Excellence
Chapter One
Tell the StoryHow Nordstrom Became Nordstrom
Eyes may be the windows to the soul, but shoes are the gateway to the psyche. —Linda O'Keefe, Shoes
John W. Nordstrom, like the founders of most of America's retail dynasties, was an immigrant. The middle child of five, Nordstrom was born February 15, 1871, in the town of Lulea, in the northernmost part of Sweden, 60 miles below the Arctic Circle. His father, a blacksmith, wagon maker, and part-time farmer, passed away when John (born Johan) was eight years old. By the time he was 11, his mother had taken him out of school so he could work on the family farm.
His life in Sweden, by his own admission, was an unhappy one. As he got older, "My mother seemed to think I was a man, and often remarked that at my age my brother [10 years his senior] could do nearly anything and why couldn't I," he wrote. "I often cried when I had trouble doing things she expected me to do and couldn't, and felt very helpless."
The winter he turned 16 (1887), John decided to leave home and cast his lot in America. With 450 crowns (about $112) of his modest inheritance, given to him by his guardian, he bought a suit of clothes. "The first clothes I ever on my back that were not homespun and handwoven."
His eventual destination was the Pacific Northwest of America, where thousands of Swedes thrived as fishermen, loggers, blacksmiths, shipwrights, and millwrights in a climate and landscape similar to their homeland. Others helped finish the transcontinental railroad. "Give me enough Swedes," proclaimed James J. Hill, the driving force behind the Great Northern Railr
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