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Printable Handouts
Navigable Slide Index
- Introduction
- What's so special about Nordstrom?
- America's most admired companies (1)
- America's most admired companies (2)
- Ranking companies in their industries
- Corporate leaders: attributes of reputation
- Customer service
- The essential ingredient and competitive advantage
- The Nordstrom way
- The Nordstrom way of...
- Nordstrom history
- Nordstrom as a family business
- Nordstrom by the numbers
- Customer service: not a strategy, a way of life
- The 9 management principles
- Romancing your customer (1)
- Energizing your employees (1)
- Building your customer service culture (1)
- Customer service is an aggressive activity
- Romancing your customer (2)
- Provide your customers with choices
- Create an inviting place
- Have you created an inviting place?
- Have you created an inviting web site?
- Sell the relationship
- Energizing your employees (2)
- 100 best companies to work for
- Hire nice motivated people
- Hire the smile train the skill
- Empower employees to take ownership
- I have this Nordstrom salesperson...
- Employee handbook
- Use good judgment in all situations
- Why we hate rules
- It all starts with the culture
- You can't teach culture
- Sustain the people on the frontlines
- Mentoring employees
- Nordstrom corporate structure
- Building your customer service culture (2)
- Celebrate heroes through recognition and praise
- Recognition meetings
- Elements of good recognition meetings
- Advocate teamwork
- Teamwork creates a sense of ownership
- Customer service to managers and salespeople
- Commit 100 percent to customer service
- Review
- Thank you
Topics Covered
- An examination of how the Nordstrom department store established and maintains its superior customer service
- A history of this century-old business
- A review of specific management principles
Talk Citation
Spector, R. (2009, February 25). The Nordstrom way to customer service excellence [Video file]. In The Business & Management Collection, Henry Stewart Talks. Retrieved August 31, 2024, from https://doi.org/10.69645/UULD4431.Export Citation (RIS)