The Nordstrom Way to Customer Service Excellence: The Handbook for Becoming the "Nordstrom" of Your Industry (Paperback, 2)

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, 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