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 Coffee Virtually every company wants to be the Nordstrom of their industry....
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| Formato: | Libro electrónico |
| Idioma: | Inglés |
| Publicado: |
Hoboken, NJ :
Wiley
2012.
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| Edición: | 2nd ed |
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| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009628339806719 |
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
