The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the "Nordstrom" of Your Industry Paperback – Mar 27 2012
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From the Back Cover
Praise for The Nordstrom Way
"The Nordstrom Way shows the direct link between empowering your employees and creating a long-term relationship with your customers. More businesses should follow their example."
—HOWARD SCHULTZ, Chairman, Starbucks Coffee
"Offers lessons on achieving extraordinary customer service born from three decades of Robert Spector's study of Nordstrom. This book will give you everything you need to take your service culture to the next level. The payoff, as Nordstrom knows, is sustainable profits through the loyalty and evangelism of those you serve!"
—Joseph Michelli, PhD, New York Times #1 bestselling author of The Zappos Experience
"Businesses should use this book as a primer on making and keeping happy, satisfied customers."
—J. W. Marriott, Jr., Chairman and Chief Executive Officer, Marriott International
If you want to become the Nordstrom of your industry, this is your guidebook. 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, Nordstrom never experienced a quarterly loss during the recent economic downturn. The Nordstrom Way to Customer Service Excellence, Second Edition explains what every business can learn from the world's most respected customer service–driven company.
This handbook includes a wealth of new resources for managers and trainers, including assessment tools, exercises for improving teamwork and morale, and the secrets of Nordstrom's top-selling salespeople. New material in this revised edition includes:
- New chapters on online customer service and the innovative social commerce features of Nordstrom's website
- Breakthroughs on Nordstrom's multichannel approach to customer service
- Tools for creating a customer-driven culture
- And more!
About the Author
ROBERT SPECTOR is a bestselling business book author, international speaker, and consultant on Nordstrom's principles of customer service. His clients include companies such as Charles Schwab, Infiniti, Pfizer, Humana, and Wells Fargo. He has written for the New York Times, the Wall Street Journal, and Sports Illustrated. For more information or to contact Robert, visit www.RobertSpector.com.
PATRICK McCARTHY was with Nordstrom for more than thirty years and retired as the company's all-time top-performing salesperson.
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Most Helpful Customer Reviews on Amazon.com (beta)
This book basically lays out in a 'here's how you do it' way, how to reproduce the success of Nordstrom. The sad thing is, this message falls on deaf ears. A fine example in the book discusses a very popular department store, that when facing a Nordstrom store opening in their area, suggested to their employees that they would have to start smiling at and acknowledging customers in the store. Better yet, this popular department store produced a three hour training video regarding how to 'imitate' the service that one would receive from Nordstrom.
This book is a great read if you really want to find out what it takes to become a cornerstone in your market, the standard for service in your industry. The author lays out such things that the greats like Marriot, Disney and Amazon used to do like Nordstrom, however a sunken economy and falling profits soon changed these greats. Examples would include using strictly word of mouth advertising and not wasting money on big TV spots, or focusing on providing world class customer service instead of touting how you are becoming the world's most customer centric company. There's a big difference between being customer-driven and customer-focused.
The Nordstom Way is not an easy ticket to profits and loyal customers. It is called the 'Nordstrom' way for a reason; they perfected the art of customer-focused service. All of the principals in this book are applicable to any customer facing industry however; most businesses will forsake long time customers for short term profits. For those who value their long term customers, they won't trust their own employees enough to allow them to do right by the customer.
As scary as it may be to have just one rule in your business, use good judgment in all situations, allowing your employees to feel the freedom to really do what it takes to wow the customer will pay back in dividends over and over. This book really should be read by every CEO of a customer oriented company, but getting back to the root of it, corporate America is too afraid to trust their own employee's and change in management structure, is a very scary thing to them.
There are definitely parts of this book that are repetitive. The author even goes so far as to repeat the same phrases over and over. But there is a lot that can be gained from this book. Customer service requires humility. Management needs to support (and trust) their employees. Everyone needs to feel (and be) fully invested in success. Customers need to like you and want to do business with you. Building relationships with customers lead to long-term success.
I think this book has a little more value than a typical "management" book because of the stories. Most of the key points are illustrated with examples of outstanding service provided by a Nordstroms employee. I think they add a lot of value