Picture 1 of 1
The Nordstrom Way to Customer Service Excellence : The Handbook for Becoming the
Condition:
Postage:
Located in: Havre, Montana, United States
Delivery:
Estimated between Thu, 20 Jun and Tue, 25 Jun to 43230
Returns:
Coverage:
Read item description or contact seller for details. See all detailsSee all details on coverage
(Not eligible for eBay purchase protection programmes)
Seller information
Registered as a Business Seller
Seller assumes all responsibility for this listing.
eBay item number:176109219930
Item specifics
- Condition
- ISBN
- 9781118076675
- Book Title
- Nordstrom Way to Customer Service Excellence : The Handbook for Becoming the 'Nordstrom' of Your Industry
- Item Length
- 9.2 in
- Publisher
- Wiley & Sons, Incorporated, John
- Edition
- 2
- Publication Year
- 2012
- Format
- Trade Paperback
- Language
- English
- Illustrator
- Yes
- Item Height
- 0.5 in
- Genre
- Business & Economics
- Topic
- Industries / Retailing, Customer Relations, General
- Item Width
- 7.4 in
- Item Weight
- 11.7 Oz
- Number of Pages
- 240 Pages
About this product
Product Information
The Nordstrom Way shows the direct link between empoweringyour employees and creating a long-term relationship with yourcustomers. More businesses should follow Nordstrom's example. ? Howard Schultz , Chairman, Starbucks Coffee Virtually every company wants to be the Nordstrom of theirindustry. Nordstrom is one of only five companies to make Fortune's"best companies to work for" and "most admired" list every year thesurveys have been taken. Despite its position in the hard-hitretail sector, Nordstrom, with 193 stores in 28 states, neverexperienced 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 famouscustomer-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 theinnovative social commerce features of its website Breakthroughs on Nordstrom's multi-channel approach to customerservice Nordstrom follows a set of principles that has made it a leaderin its industry. Discover what endears Nordstrom to its customers,and learn how to apply those same standards to your company.
Product Identifiers
Publisher
Wiley & Sons, Incorporated, John
ISBN-10
1118076672
ISBN-13
9781118076675
eBay Product ID (ePID)
110886050
Product Key Features
Book Title
Nordstrom Way to Customer Service Excellence : The Handbook for Becoming the 'Nordstrom' of Your Industry
Edition
2
Format
Trade Paperback
Language
English
Topic
Industries / Retailing, Customer Relations, General
Publication Year
2012
Illustrator
Yes
Genre
Business & Economics
Number of Pages
240 Pages
Dimensions
Item Length
9.2 in
Item Height
0.5 in
Item Width
7.4 in
Item Weight
11.7 Oz
Additional Product Features
Intended Audience
Trade
Lc Classification Number
Hf5415.5.S626785
Table of Content
Introduction vi PHASE I: Culture 1 1 Tell the Story: How Nordstrom Became Nordstrom 3 2 Hire With Care: Finding the Right Fit for the Culture 25 3 Nurture the Nordie: Mentor, Support, Praise, Recognize, andReward 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 CustomerService Department 115 7 Citizen Nordstrom: Doing Well, Doing Good 133 PHASE II: Experience 143 8 Create an Inviting Place: Brick-and-Mortar Still Matters145 9 Touchpoints: Multichannel Customer Service 165 10 The Sale Is Never Over: Establish, Nurture, and SustainLong-Term Relationships With Your Customers 181 PHASE III: Applications: How to Become the Nordstrom of YourIndustry 195 Acknowledgments 215 Index 219
Copyright Date
2012
Lccn
2011-039735
Dewey Decimal
658.8/12
Dewey Edition
23
Item description from the seller
Seller assumes all responsibility for this listing.
eBay item number:176109219930
Postage and handling
Item location:
Havre, Montana, United States
Post to:
Afghanistan, Albania, Algeria, Andorra, Angola, Anguilla, Antigua and Barbuda, Argentina, Armenia, Aruba, Australia, Austria, Azerbaijan Republic, Bahamas, Bahrain, Bangladesh, Belgium, Belize, Benin, Bermuda, Bhutan, Bolivia, Bosnia and Herzegovina, Botswana, Brazil, Brunei Darussalam, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Canada, Cape Verde Islands, Cayman Islands, Central African Republic, Chad, Chile, China, Colombia, Costa Rica, Cyprus, Czech Republic, Côte d'Ivoire (Ivory Coast), Democratic Republic of the Congo, Denmark, Djibouti, Dominican Republic, Ecuador, Egypt, El Salvador, Equatorial Guinea, Eritrea, Estonia, Ethiopia, Fiji, Finland, France, Gabon Republic, Gambia, Georgia, Germany, Ghana, Gibraltar, Greece, Greenland, Grenada, Guatemala, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Hong Kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Jamaica, Japan, Jordan, Kazakhstan, Kenya, Kiribati, Kuwait, Kyrgyzstan, Laos, Latvia, Lebanon, Lesotho, Liberia, Liechtenstein, Lithuania, Luxembourg, Macau, Macedonia, Madagascar, Malawi, Malaysia, Maldives, Mali, Malta, Mauritania, Mauritius, Mexico, Moldova, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mozambique, Namibia, Nauru, Nepal, Netherlands, New Zealand, Nicaragua, Niger, Nigeria, Norway, Oman, Pakistan, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Poland, Portugal, Qatar, Republic of Croatia, Republic of the Congo, Romania, Rwanda, Saint Kitts-Nevis, Saint Lucia, Saint Vincent and the Grenadines, San Marino, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Slovakia, Slovenia, Solomon Islands, South Africa, South Korea, Spain, Sri Lanka, Suriname, Swaziland, Sweden, Switzerland, Taiwan, Tajikistan, Tanzania, Thailand, Togo, Tonga, Trinidad and Tobago, Tunisia, Turkey, Turkmenistan, Turks and Caicos Islands, Uganda, United Arab Emirates, United Kingdom, United States, Uruguay, Uzbekistan, Vanuatu, Vatican City State, Vietnam, Wallis and Futuna, Western Samoa, Yemen, Zambia, Zimbabwe
Excludes:
Barbados, French Guiana, French Polynesia, Guadeloupe, Libya, Martinique, New Caledonia, Reunion, Russian Federation, Ukraine, Venezuela
| Postage and handling | To | Service | Delivery*See Delivery notes |
|---|---|---|---|
| US $4.87 (approx S$ 6.57) | United States | Economy Postage (USPS Media MailTM) | Estimated between Thu, 20 Jun and Tue, 25 Jun to 43230 |
| US $9.94 (approx S$ 13.41) | United States | Expedited Postage (USPS Priority Mail®) | Estimated between Tue, 18 Jun and Fri, 21 Jun to 43230 |
| Handling time |
|---|
| Will usually post within 3 business days of receiving cleared payment. |
| Taxes |
|---|
| Taxes may be applicable at checkout. Learn moreLearn more about paying tax on eBay purchases. |
Sales Tax for an item #176109219930
Sales Tax for an item #176109219930
Seller collects sales tax for items shipped to the following states:
| State | Sales Tax Rate |
|---|
Return policy
| After receiving the item, contact seller within | Refund will be given as |
|---|---|
| 30 days after the buyer receives it | Money Back |
The buyer is responsible for return postage costs.
Popular categories from this store
Seller feedback (412)
a***4 (1859)- Feedback left by buyer.
Past month
Verified purchase
Perfect Condition. Very nice
4***n (1759)- Feedback left by buyer.
Past month
Verified purchase
Love it! Lots of fun to wear out.
e***m (248)- Feedback left by buyer.
Past month
Verified purchase
Arrived quickly and packaged beautifully. Will order from seller again. Thank you!