ノードストローム社のCS戦略（第２版） The Nordstrom Way to Customer Service Excellence : The Handbook for Becoming the 'Nordstrom' of Your Industry （2ND）

ノードストローム社のCS戦略（第２版）<br>The Nordstrom Way to Customer Service Excellence : The Handbook for Becoming the 'Nordstrom' of Your Industry （2ND）

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ノードストローム社のCS戦略（第２版）
The Nordstrom Way to Customer Service Excellence : The Handbook for Becoming the 'Nordstrom' of Your Industry （2ND）

Spector, Robert/ McCarthy, Patrick

ウェブストア価格 ¥4,526（本体¥4,115）
John Wiley & Sons Inc（2012/03発売）
外貨定価 UK£ 15.99
ポイント 41pt

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製本 Paperback:紙装版/ペーパーバック版／ページ数 224 p.
言語 ENG
商品コード 9781118076675
DDC分類 658.812

基本説明

New material in this revised edtion includes: New chapthers on Nordstrom's online customer service, and Extensive new interviews with current top management, and top sales people.

Full Description

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.

Introduction vi PHASE INordstrom Became Nordstrom 3 2 Hire With Care: Finding the Right Fit for the Culture 25 3 Nurture the Nordie: Mentor, Support, Praise, Recognize, and Reward 59 4 Empower Entrepreneurs to Own the Customer Experience 79 5 Compensate According to Results 103 6 Communication and Teamwork: We re All in the Customer Service Department 115 7 Citizen Nordstrom: Doing Well, Doing Good 133 PHASE II: Experience 143 8 Create an Inviting Place: Brick-and-Mortar Still Matters 145 9 Touchpoints: Multichannel Customer Service 165 10 The Sale Is Never Over: Establish, Nurture, and Sustain Long-Term Relationships With Your Customers 181 PHASE III: Applications: How to Become the Nordstrom of Your Industry 195 Acknowledgments 215 Index 219