Customer Service Heart

Author: Robert Spektrum
Publisher:
Publish Date: 2004-08-01
Features: Excellent service and Nordstrom are synonymous. Their service level is what we have always pursued. – David Glass, Former CEO and President of Walmart. This book details the century-old business strategies and key success factors of the American retail giant Nordstrom. It is some seemingly simple yet profound principles that have made Nordstrom a perennially successful model in the fiercely competitive U.S. retail market, becoming a learning for many retail giants. The business wisdom of Nordstrom undoubtedly holds significant reference value for the retail and service industries in our country. Learning from it will enable us to confront competitors in a completely new way and compete in the marketplace. Nordstrom delegates decision-making power to the sales floor, requiring sales staff to use their best judgment in any situation to independently handle all customer requests. Therefore, shopping at Nordstrom is like dealing with the owner of a private boutique. Nordstrom prefers to hire friendly people and then teach them how to sell, rather than hiring experienced salespeople and teaching them how to be friendly. Nordstrom considers the customer in every aspect of store design, creating a "unforgettable experience" for customers, and sales staff elevate the sales process to an art. Passing on Nordstrom's corporate culture and core mission to the next generation is not difficult, because the mission is actually very simple: provide the best service.
By the end of 2004, China fully opened its retail market to foreign investment. Walmart, Carrefour, Tesco, and Metro—numerous foreign retail giants—had already encircled the market, with more retail giants eyeing a major entry. At the China Retail Summit, the shocking statement "domestic retail will suffer a complete retreat" was made. Are domestic retailers truly facing a dead end? Can we turn the tables in adversity? And how should we respond? This book details the century-old business strategies and key success factors of the American retail giant Nordstrom. It is some seemingly simple yet profound principles that have made Nordstrom a perennially successful model in the fiercely competitive U.S. retail market, becoming a learning for many retail giants. The business wisdom of Nordstrom undoubtedly holds significant reference value for the retail and service industries in our country. Learning from it will enable us to confront competitors in a completely new way and compete in the marketplace. Nordstrom delegates decision-making power to the sales floor, requiring sales staff to use their best judgment in any situation to independently handle all customer requests. Therefore, shopping at Nordstrom is like dealing with the owner of a private boutique. Nordstrom prefers to hire friendly people and then teach them how to sell, rather than hiring experienced salespeople and teaching them how to be friendly. Nordstrom considers the customer in every aspect of store design, creating a "unforgettable experience" for customers, and sales staff elevate the sales process to an art. Passing on Nordstrom's corporate culture and core mission to the next generation is not difficult, because the mission is actually very simple: provide the best service.