Robert Spector è autore di libri di testo aziendali, consulente e oratore motivazionale incentrato sul servizio clienti. Il suo lavoro approfondisce gli elementi essenziali di un servizio clienti eccezionale, offrendo strategie pratiche per migliorare la cura del cliente. Gli scritti e i discorsi di Spector mirano a ispirare le organizzazioni a coltivare relazioni più solide con i clienti e a promuovere la fidelizzazione attraverso esperienze eccezionali.
Creating a Values-Driven Service Culture
Earlier edition published as: The Nordstrom way to customer service excellence: a handbook for implementing great service in your organization.
First published in 1995, The Nordstrom Way is a classic guide to great customer service. This new book replaces The Nordstrom Way with an even more practical guide to becoming the “Nordstrom” of your industry. Designed for customer service managers and trainers, as well as business owners, it’s an invaluable resource for designing your own programs and initiatives. The authors not only explain the principles of the world’s best customer service company, they also show you how to implement them in your own organization. The Nordstrom Way to Customer Service Excellence will help your business make customers its number one concern, and help make your business number one in your industry.
How Companies are Emulating the #1 Customer Service Company
This book focuses on the customer service principles espoused by the Nordstrom department store chain, a legend in retailing and customer service. It shows how the Nordstrom customer service culture can work in any company or industry -- computer repair centers, bicycle shops, medical clinics, credit unions, and more. The book features case studies from many companies that have successfully adopted and adapted the lessons from The Nordstrom Way, the author's successful book about the founding of Nordstrom and the beliefs the Nordstrom family imparts to its employees. Helps other companies apply Nordstrom's principles to their own customer service practices Provides lessons on how to find and focus on customer needs, follow-up, and ensure customer satisfaction
Get Big Fast - Inside the Revolutionary Business Model That Changed the World - New Final Updated Chapter
This text offers an account of Amazon's pioneering role in e-commerce, and an examination of the business models and strategies upon which its success is based. The author also explores the company's future and its future influence.
Coauthored by top Nordstrom salesman Patrick McCarthy and based on veteran journalist Robert Spector's exclusive, in-depth interviews with the Nordstrom family, senior executives, directors, and salespeople, The Nordstrom Way offers the first inside, uncensored book about this much admired - and much feared - retail powerhouse. Working at Nordstrom is not for everyone. The authors describe a hotly competitive "Darwinian" culture where 35,000 employees are given freedom to either think and act like entrepreneurs or pass into extinction. In the course of their analysis, the authors isolate practical lessons that readers can apply to both their professional and personal lives, including becoming "other-centered" rather than "self-centered, " valuing the nobility of service, finding and bonding with customers, serving and keeping those customers, and giving frontline people the freedom to make decisions.