The Nordstrom way : the inside story of America's #1 customer service company

著者

書誌事項

The Nordstrom way : the inside story of America's #1 customer service company

Robert Spector and Patrick D. McCarthy

John Wiley & Sons, 2000

2nd ed.

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注記

Includes index

内容説明・目次

内容説明

When it comes to customer service, American retail giant Nordstrom is the standard against which all other companies are measured. Newly updated and revised, this text provides a candid and uncensored behind-the-scenes look at how Nordstrom has achieved its extraordinary success, with an annual revenue of $4 billion and an army of satisfied customers. The author also cuts through the mystique surrounding Nordstrom culture to show how other firms can imitate the retail legend's example.

目次

  • America's #1 Customer Service Company
  • After the Gold Rush: A Store Is Born
  • The Next Generation: Perfecting The Nordstrom Way
  • The Nordstrom Culture: Setting Employees Free
  • What's Inside: Creating an Inviting Place
  • A Company of Entrepreneurs: The Nordies verus the Clock-Punchers
  • The Art of Selling: Retailing Is a Contact Sport
  • Customer Service the Nordstrom Way: The Future
  • Index.

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