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The Nordstroms Way Essay

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Below is an essay on "The Nordstroms Way" from Anti Essays, your source for research papers, essays, and term paper examples.

The Nordstrom Way provides a guide to great customer service. This collaborative work of Robert Spector, an established business writer, and Patrick McCarthy, a top Nordstrom’s salesman for many years; describes how the Seattle-based retailer, Nordstrom, earned its legendary reputation. The composition reveals the philosophies behind Nordstrom’s unparalleled customer service. Additionally this book outlines the steps necessary to implement Nordstrom-style systems, motivational tools, and a service-oriented culture that leads to delighted, loyal customers into any company. The co-authors arranged this work into three separate parts, each comprised of many chapters which feature exercises at the end to promote the discussed themes.

In Part I, "What Managers Can Do," the authors examine the influence of the people who create, maintain, and support the corporate service culture. This section explains the importance that all employees, especially managers, have a comprehension and familiarity of the company's past and culture. This knowledge includes the guiding ideologies on which the organization was founded as well as successes and failures that the company has experienced over the years. Additionally the section recognizes the value of deliberately diffusing a philosophy of service throughout the organization and how providing customers with additional choices will give them even more reasons to deal with your company. Ultimately, it’s the goal of employees to “think like the customer.” Part II explores the importance of supervisors in hiring the right people, and then empowering, managing, mentoring, praising, rewarding, and retaining those people. The co-authors stress the idea that senior managers create the atmosphere and the culture, but that employees on the frontline have the most influence reflecting the company. Part III studies the function of the people on the frontlines and the influence they possess in assembling a customer-service organization. It’s...

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