Robert Spector ist Autor von Business-Büchern, Berater und Motivationsredner mit Schwerpunkt auf Kundenservice. Seine Arbeit befasst sich mit den entscheidenden Aspekten des herausragenden Kundenservices und bietet praktische Strategien zur Verbesserung der Kundenbetreuung. Spectors Schriften und Vorträge zielen darauf ab, Organisationen zu inspirieren, stärkere Kundenbeziehungen aufzubauen und Loyalität durch außergewöhnliche Erlebnisse zu fördern.
Dieser Text bietet einen Bericht über die Pionierrolle von Amazon im E-Commerce und untersucht die Geschäftsmodelle und Strategien, auf denen dessen Erfolg basiert. Der Autor beleuchtet auch die Zukunft des Unternehmens und dessen zukünftigen Einfluss.
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
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.