The Nordstrom Way to Customer Service Excellence

About the Book: The Nordstrom Way to Customer Service Excellence Nordstrom is legendary for providing some of the best customer service in the world. This revised edition explains how Nordstrom has adapted its service to the online retail environment, and explains how your company can become the "Nordstrom" of its industry. 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" every year the surveys have been taken. Despite its position in the hard-hit luxury retail sector, Nordstrom, with 193 stores in 28 states, never experienced a quarterly loss during the recent economic downturn. Of the U.S. companies with a market value exceeding USD 2 billion, Nordstrom is one of only that has a 30 percent compound annual growth in earnings for the past five years. How have they done it? 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: A new Part II on: "How To Become The Nordstrom Of Your Industry" New chapters on Nordstrom's online customer service, and innovative social commerce features of its website Nordstrom's multi-channel approach to customer service Extensive new interviews with current top management, and top sales people. 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 Matters 9 Touchpoints: Multichannel Customer Service 10 The Sale Is Never Over: Establis