内容説明
"The Nordstroms 'wrote the book' on customer service. Now we have a chance to read, chapter by chapter, how through four generations this family has established one of the finest retail institutions in the world."-Peter Strom, Former Vice Chairman Polo/Ralph Lauren
According to David Glass, President and CEO of Wal-Mart, Nordstrom's customer service standards are "what we all shoot for." In his 60 Minutes profile on Nordstrom, Morley Safer raved that the much-acclaimed "Nordstrom Way" was "not service like it used to be, but service like it never was."
What makes Nordstrom so special? What, exactly, does this retail giant do that so clearly distinguishes it from the competition? How does the Nordstrom customer service culture work? And, most important, what lessons can industry learn from Nordstrom's example?
This updated Second Edition reveals the secrets behind the phenomenal success of this American customer-service legend. Written by veteran journalist Robert Spector and top Nordstrom salesman Patrick McCarthy, and based on exclusive, in-depth interviews with the Nordstrom family, senior executives, directors, and salespeople, this captivating book tells you how this much admired-and much feared-powerhouse retains its customer-service supremacy in the competitive world of bricks-and-mortar retail.
In The Nordstrom Way, the authors isolate practical lessons that teach how to better respond to customers' needs so they'll keep coming back to you, including:
* Valuing the nobility of good service
* Finding and bonding with customers
* Serving and keeping those customers
* Giving frontline people the freedom to make decisions
Packed with examples of excellent customer service, The Nordstrom Way offers a fresh behind-the-scenes look that provides lessons on how to find and focus on customer needs, follow-up, and customer satisfaction.
Praise for The NORDSTROM Way
"For anyone looking to understand customer service at its best, this book bubbles with insights."-Business Week
"Nobody does it better than Nordstrom. And this is the first thorough, close-up look at its service secrets. A real winner."-Tom Peters, President, The Tom Peters Group
"Outstanding customer service and Nordstrom are synonymous. Their innovative approach has allowed them to find out what the customers want and then do it. Their standards of service are what we all shoot for."-David D. Glass, President and CEO, Wal-Mart Stores, Inc.
"Nordstrom is a national model for outstanding customer service. American business should use this book as a primer to learn how to make and keep happy, satisfied customers."- J. Willard Marriott Jr. Chairman and President, Marriott International, Inc.
"When you run a family business that includes your customers as extended family, you're unbeatable. This book outlines an American family saga that has become the admiration of the world."-Leonard A. Lauder Chairman and CEO, Est?e Lauder Companies
"Nordstrom's business is built on one-to-one communication with the customer. Their professional salespeople bridge the gap between the designer and the consumer."-Donna Karan, Chairman and Chief Designer, Donna Karan International, Inc.
"Nordstrom is legendary for the way they take care of the people who walk through their doors. Spector and McCarthy have made The Nordstrom Way available for everyone to turn their ducks into eagles."-Ken Blanchard, Coauthor, The One Minute Manager --このテキストは、絶版本またはこのタイトルには設定されていない版型に関連付けられています。
According to David Glass, President and CEO of Wal-Mart, Nordstrom's customer service standards are "what we all shoot for." In his 60 Minutes profile on Nordstrom, Morley Safer raved that the much-acclaimed "Nordstrom Way" was "not service like it used to be, but service like it never was."
What makes Nordstrom so special? What, exactly, does this retail giant do that so clearly distinguishes it from the competition? How does the Nordstrom customer service culture work? And, most important, what lessons can industry learn from Nordstrom's example?
This updated Second Edition reveals the secrets behind the phenomenal success of this American customer-service legend. Written by veteran journalist Robert Spector and top Nordstrom salesman Patrick McCarthy, and based on exclusive, in-depth interviews with the Nordstrom family, senior executives, directors, and salespeople, this captivating book tells you how this much admired-and much feared-powerhouse retains its customer-service supremacy in the competitive world of bricks-and-mortar retail.
In The Nordstrom Way, the authors isolate practical lessons that teach how to better respond to customers' needs so they'll keep coming back to you, including:
* Valuing the nobility of good service
* Finding and bonding with customers
* Serving and keeping those customers
* Giving frontline people the freedom to make decisions
Packed with examples of excellent customer service, The Nordstrom Way offers a fresh behind-the-scenes look that provides lessons on how to find and focus on customer needs, follow-up, and customer satisfaction.
Praise for The NORDSTROM Way
"For anyone looking to understand customer service at its best, this book bubbles with insights."-Business Week
"Nobody does it better than Nordstrom. And this is the first thorough, close-up look at its service secrets. A real winner."-Tom Peters, President, The Tom Peters Group
"Outstanding customer service and Nordstrom are synonymous. Their innovative approach has allowed them to find out what the customers want and then do it. Their standards of service are what we all shoot for."-David D. Glass, President and CEO, Wal-Mart Stores, Inc.
"Nordstrom is a national model for outstanding customer service. American business should use this book as a primer to learn how to make and keep happy, satisfied customers."- J. Willard Marriott Jr. Chairman and President, Marriott International, Inc.
"When you run a family business that includes your customers as extended family, you're unbeatable. This book outlines an American family saga that has become the admiration of the world."-Leonard A. Lauder Chairman and CEO, Est?e Lauder Companies
"Nordstrom's business is built on one-to-one communication with the customer. Their professional salespeople bridge the gap between the designer and the consumer."-Donna Karan, Chairman and Chief Designer, Donna Karan International, Inc.
"Nordstrom is legendary for the way they take care of the people who walk through their doors. Spector and McCarthy have made The Nordstrom Way available for everyone to turn their ducks into eagles."-Ken Blanchard, Coauthor, The One Minute Manager --このテキストは、絶版本またはこのタイトルには設定されていない版型に関連付けられています。
内容（「BOOK」データベースより）
徹底した「お客様第一主義」で、全米でいま最も注目される百貨店、ノードストローム。その独創的な経営手法を明かす。
内容（「MARC」データベースより）
徹底した「お客様第一主義」で全米でいま最も注目される百貨店、ノードストローム。そのノードストローム流顧客サービスと、それを支える同社の経営方針を具体的に紹介する。神話になった顧客サービスとは?
Book Description
"The Nordstroms 'wrote the book' on customer service. Now we have a chance to read, chapter by chapter, how through four generations this family has established one of the finest retail institutions in the world."-Peter Strom, Former Vice Chairman Polo/Ralph Lauren
According to David Glass, President and CEO of Wal-Mart, Nordstrom's customer service standards are "what we all shoot for." In his 60 Minutes profile on Nordstrom, Morley Safer raved that the much-acclaimed "Nordstrom Way" was "not service like it used to be, but service like it never was."
What makes Nordstrom so special? What, exactly, does this retail giant do that so clearly distinguishes it from the competition? How does the Nordstrom customer service culture work? And, most important, what lessons can industry learn from Nordstrom's example?
This updated Second Edition reveals the secrets behind the phenomenal success of this American customer-service legend. Written by veteran journalist Robert Spector and top Nordstrom salesman Patrick McCarthy, and based on exclusive, in-depth interviews with the Nordstrom family, senior executives, directors, and salespeople, this captivating book tells you how this much admired-and much feared-powerhouse retains its customer-service supremacy in the competitive world of bricks-and-mortar retail.
In The Nordstrom Way, the authors isolate practical lessons that teach how to better respond to customers' needs so they'll keep coming back to you, including:
* Valuing the nobility of good service
* Finding and bonding with customers
* Serving and keeping those customers
* Giving frontline people the freedom to make decisions
Packed with examples of excellent customer service, The Nordstrom Way offers a fresh behind-the-scenes look that provides lessons on how to find and focus on customer needs, follow-up, and customer satisfaction.
Praise for The NORDSTROM Way
"For anyone looking to understand customer service at its best, this book bubbles with insights."-Business Week
"Nobody does it better than Nordstrom. And this is the first thorough, close-up look at its service secrets. A real winner."-Tom Peters, President, The Tom Peters Group
"Outstanding customer service and Nordstrom are synonymous. Their innovative approach has allowed them to find out what the customers want and then do it. Their standards of service are what we all shoot for."-David D. Glass, President and CEO, Wal-Mart Stores, Inc.
"Nordstrom is a national model for outstanding customer service. American business should use this book as a primer to learn how to make and keep happy, satisfied customers."- J. Willard Marriott Jr. Chairman and President, Marriott International, Inc.
"When you run a family business that includes your customers as extended family, you're unbeatable. This book outlines an American family saga that has become the admiration of the world."-Leonard A. Lauder Chairman and CEO, Estee Lauder Companies
"Nordstrom's business is built on one-to-one communication with the customer. Their professional salespeople bridge the gap between the designer and the consumer."-Donna Karan, Chairman and Chief Designer, Donna Karan International, Inc.
"Nordstrom is legendary for the way they take care of the people who walk through their doors. Spector and McCarthy have made The Nordstrom Way available for everyone to turn their ducks into eagles."-Ken Blanchard, Coauthor, The One Minute Manager
--このテキストは、絶版本またはこのタイトルには設定されていない版型に関連付けられています。
According to David Glass, President and CEO of Wal-Mart, Nordstrom's customer service standards are "what we all shoot for." In his 60 Minutes profile on Nordstrom, Morley Safer raved that the much-acclaimed "Nordstrom Way" was "not service like it used to be, but service like it never was."
What makes Nordstrom so special? What, exactly, does this retail giant do that so clearly distinguishes it from the competition? How does the Nordstrom customer service culture work? And, most important, what lessons can industry learn from Nordstrom's example?
This updated Second Edition reveals the secrets behind the phenomenal success of this American customer-service legend. Written by veteran journalist Robert Spector and top Nordstrom salesman Patrick McCarthy, and based on exclusive, in-depth interviews with the Nordstrom family, senior executives, directors, and salespeople, this captivating book tells you how this much admired-and much feared-powerhouse retains its customer-service supremacy in the competitive world of bricks-and-mortar retail.
In The Nordstrom Way, the authors isolate practical lessons that teach how to better respond to customers' needs so they'll keep coming back to you, including:
* Valuing the nobility of good service
* Finding and bonding with customers
* Serving and keeping those customers
* Giving frontline people the freedom to make decisions
Packed with examples of excellent customer service, The Nordstrom Way offers a fresh behind-the-scenes look that provides lessons on how to find and focus on customer needs, follow-up, and customer satisfaction.
Praise for The NORDSTROM Way
"For anyone looking to understand customer service at its best, this book bubbles with insights."-Business Week
"Nobody does it better than Nordstrom. And this is the first thorough, close-up look at its service secrets. A real winner."-Tom Peters, President, The Tom Peters Group
"Outstanding customer service and Nordstrom are synonymous. Their innovative approach has allowed them to find out what the customers want and then do it. Their standards of service are what we all shoot for."-David D. Glass, President and CEO, Wal-Mart Stores, Inc.
"Nordstrom is a national model for outstanding customer service. American business should use this book as a primer to learn how to make and keep happy, satisfied customers."- J. Willard Marriott Jr. Chairman and President, Marriott International, Inc.
"When you run a family business that includes your customers as extended family, you're unbeatable. This book outlines an American family saga that has become the admiration of the world."-Leonard A. Lauder Chairman and CEO, Estee Lauder Companies
"Nordstrom's business is built on one-to-one communication with the customer. Their professional salespeople bridge the gap between the designer and the consumer."-Donna Karan, Chairman and Chief Designer, Donna Karan International, Inc.
"Nordstrom is legendary for the way they take care of the people who walk through their doors. Spector and McCarthy have made The Nordstrom Way available for everyone to turn their ducks into eagles."-Ken Blanchard, Coauthor, The One Minute Manager
--このテキストは、絶版本またはこのタイトルには設定されていない版型に関連付けられています。
Back Cover Copy
"The Nordstroms 'wrote the book' on customer service. Now we have a chance to read, chapter by chapter, how through four generations this family has established one of the finest retail institutions in the world."-Peter Strom, Former Vice Chairman Polo/Ralph Lauren
According to David Glass, President and CEO of Wal-Mart, Nordstrom's customer service standards are "what we all shoot for." In his 60 Minutes profile on Nordstrom, Morley Safer raved that the much-acclaimed "Nordstrom Way" was "not service like it used to be, but service like it never was."
What makes Nordstrom so special? What, exactly, does this retail giant do that so clearly distinguishes it from the competition? How does the Nordstrom customer service culture work? And, most important, what lessons can industry learn from Nordstrom's example?
This updated Second Edition reveals the secrets behind the phenomenal success of this American customer-service legend. Written by veteran journalist Robert Spector and top Nordstrom salesman Patrick McCarthy, and based on exclusive, in-depth interviews with the Nordstrom family, senior executives, directors, and salespeople, this captivating book tells you how this much admired-and much feared-powerhouse retains its customer-service supremacy in the competitive world of bricks-and-mortar retail.
In The Nordstrom Way, the authors isolate practical lessons that teach how to better respond to customers' needs so they'll keep coming back to you, including:
* Valuing the nobility of good service
* Finding and bonding with customers
* Serving and keeping those customers
* Giving frontline people the freedom to make decisions
Packed with examples of excellent customer service, The Nordstrom Way offers a fresh behind-the-scenes look that provides lessons on how to find and focus on customer needs, follow-up, and customer satisfaction.
Praise for The NORDSTROM Way
"For anyone looking to understand customer service at its best, this book bubbles with insights."-Business Week
"Nobody does it better than Nordstrom. And this is the first thorough, close-up look at its service secrets. A real winner."-Tom Peters, President, The Tom Peters Group
"Outstanding customer service and Nordstrom are synonymous. Their innovative approach has allowed them to find out what the customers want and then do it. Their standards of service are what we all shoot for."-David D. Glass, President and CEO, Wal-Mart Stores, Inc.
"Nordstrom is a national model for outstanding customer service. American business should use this book as a primer to learn how to make and keep happy, satisfied customers."- J. Willard Marriott Jr. Chairman and President, Marriott International, Inc.
"When you run a family business that includes your customers as extended family, you're unbeatable. This book outlines an American family saga that has become the admiration of the world."-Leonard A. Lauder Chairman and CEO, Estee Lauder Companies
"Nordstrom's business is built on one-to-one communication with the customer. Their professional salespeople bridge the gap between the designer and the consumer."-Donna Karan, Chairman and Chief Designer, Donna Karan International, Inc.
"Nordstrom is legendary for the way they take care of the people who walk through their doors. Spector and McCarthy have made The Nordstrom Way available for everyone to turn their ducks into eagles."-Ken Blanchard, Coauthor, The One Minute Manager
--このテキストは、絶版本またはこのタイトルには設定されていない版型に関連付けられています。
According to David Glass, President and CEO of Wal-Mart, Nordstrom's customer service standards are "what we all shoot for." In his 60 Minutes profile on Nordstrom, Morley Safer raved that the much-acclaimed "Nordstrom Way" was "not service like it used to be, but service like it never was."
What makes Nordstrom so special? What, exactly, does this retail giant do that so clearly distinguishes it from the competition? How does the Nordstrom customer service culture work? And, most important, what lessons can industry learn from Nordstrom's example?
This updated Second Edition reveals the secrets behind the phenomenal success of this American customer-service legend. Written by veteran journalist Robert Spector and top Nordstrom salesman Patrick McCarthy, and based on exclusive, in-depth interviews with the Nordstrom family, senior executives, directors, and salespeople, this captivating book tells you how this much admired-and much feared-powerhouse retains its customer-service supremacy in the competitive world of bricks-and-mortar retail.
In The Nordstrom Way, the authors isolate practical lessons that teach how to better respond to customers' needs so they'll keep coming back to you, including:
* Valuing the nobility of good service
* Finding and bonding with customers
* Serving and keeping those customers
* Giving frontline people the freedom to make decisions
Packed with examples of excellent customer service, The Nordstrom Way offers a fresh behind-the-scenes look that provides lessons on how to find and focus on customer needs, follow-up, and customer satisfaction.
Praise for The NORDSTROM Way
"For anyone looking to understand customer service at its best, this book bubbles with insights."-Business Week
"Nobody does it better than Nordstrom. And this is the first thorough, close-up look at its service secrets. A real winner."-Tom Peters, President, The Tom Peters Group
"Outstanding customer service and Nordstrom are synonymous. Their innovative approach has allowed them to find out what the customers want and then do it. Their standards of service are what we all shoot for."-David D. Glass, President and CEO, Wal-Mart Stores, Inc.
"Nordstrom is a national model for outstanding customer service. American business should use this book as a primer to learn how to make and keep happy, satisfied customers."- J. Willard Marriott Jr. Chairman and President, Marriott International, Inc.
"When you run a family business that includes your customers as extended family, you're unbeatable. This book outlines an American family saga that has become the admiration of the world."-Leonard A. Lauder Chairman and CEO, Estee Lauder Companies
"Nordstrom's business is built on one-to-one communication with the customer. Their professional salespeople bridge the gap between the designer and the consumer."-Donna Karan, Chairman and Chief Designer, Donna Karan International, Inc.
"Nordstrom is legendary for the way they take care of the people who walk through their doors. Spector and McCarthy have made The Nordstrom Way available for everyone to turn their ducks into eagles."-Ken Blanchard, Coauthor, The One Minute Manager
--このテキストは、絶版本またはこのタイトルには設定されていない版型に関連付けられています。
著者について
ROBERT SPECTOR is a Seattle-based business author and speaker. His book, Lessons of the Nordstrom Way: The 8 Management Principles of America's #1 Customer Service Company, will be published by John Wiley & Sons in July 2000. Visit his website at robertspector.com
PATRICK D. McCARTHY, of Seattle, has been with Nordstrom for more than thirty years. He is one of the top-performing salespeople in the company. Visit his website at www.patrickdmccarthy.com. --このテキストは、絶版本またはこのタイトルには設定されていない版型に関連付けられています。
PATRICK D. McCARTHY, of Seattle, has been with Nordstrom for more than thirty years. He is one of the top-performing salespeople in the company. Visit his website at www.patrickdmccarthy.com. --このテキストは、絶版本またはこのタイトルには設定されていない版型に関連付けられています。
著者略歴 (「BOOK著者紹介情報」より)
スペクター,ロバート
シアトルを拠点に活躍するビジネス・ジャーナリスト。ウォールストリート・ジャーナルをはじめ新聞、雑誌に寄稿多数。著書に『アマゾン・ドット・コム』(日経BP社)などがある
マッカーシー,P.D.
ノードストロ-ム社の伝説的なベテラン販売員。1977年から91年まで、ノードストローム全店のなかで売り上げ第1位の販売員の座を保持し続けた(本データはこの書籍が刊行された当時に掲載されていたものです) --このテキストは、絶版本またはこのタイトルには設定されていない版型に関連付けられています。
シアトルを拠点に活躍するビジネス・ジャーナリスト。ウォールストリート・ジャーナルをはじめ新聞、雑誌に寄稿多数。著書に『アマゾン・ドット・コム』(日経BP社)などがある
マッカーシー,P.D.
ノードストロ-ム社の伝説的なベテラン販売員。1977年から91年まで、ノードストローム全店のなかで売り上げ第1位の販売員の座を保持し続けた(本データはこの書籍が刊行された当時に掲載されていたものです) --このテキストは、絶版本またはこのタイトルには設定されていない版型に関連付けられています。
