Book Description
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.
Download Description
A new "how-to" version of a customer service classic
First published in 1995, The Nordstrom Way has consistently been one of the bestselling backlist books on customer service, with over 100,000 copies sold. This new book replaces The Nordstrom Way with an even more practical guide to becoming the "Nordstrom" of your industry. It is designed for customer service managers and trainers, who will find it an invaluable resource for designing their own training programs. Through training exercises, hiring questionnaires, and customer service development tools, the authors not only explain the principles of the world¿s best customer service company¿they help you implement them in your organization. The Nordstrom Way to Customer Service Excellence will help any organization focus on customer needs, follow-up, and ensure customer satisfaction in every transaction.
Robert Spector (Seattle, WA) is a professional speaker and writer whose work has appeared in Women¿s Wear Daily, the Wall Street Journal, the New York Times, and USA Today. Patrick McCarthy (Seattle, WA) retired from Nordstrom after more than 30 years of service. He was one of the top-performing salespeople in the company.
Customer Reviews:
Insist on good service! You're paying for it! .......2007-10-16
Every business or organization that claims to have (or value) good customer service should implement a customer service class based on the 'Nordstrom Way'.
I became a customer after visiting their Seattle store and became converted. Truly wonderful, personal, personable customer service.
Other stores and businesses could benefit as well: cell phone service providers, 'home' hardware stores, 'copy' shops, etc.
In the past few years, it seems that the crush of a crowded market place has produced a culture of mental malaise in these organizations.
Insist on good service! You're paying for it!
Interesting, fun, informative -- but not that practical.......2007-09-27
The Nordstrom Way is sort of like two books in one. The first, a business biography, would merit 4 stars; five if expounded upon. The second, however -- and the real intent of this book -- a customer service "how to," is a bit lacking. The reason: Nordstrom's customer service is so over the top that most businesses in most industries would go bankrupt putting its principles into practice. Nordstrom department stores have thrived by servicing a niche market of customers who are willing to pay a premium for truly outstanding service. But that niche is small, and the principles are just inapplicable to most retailers, let alone other business models.
Great stories of the best Cust. Service around.......2006-01-26
I was very excited to read this book after enjoying Spector's book on Amazon.com. The author did not disapoint and I enjoyed this book much more than his last!
The best part of the book are the examples used. In addition to Nordstrom, he has also incorporated examples from another large company, and a few small and midsize companies as well. No matter what industry you are in, or the size of your firm...you will get value out of this book.
It's a fast read and would be great to share with co-workers and/or employee's.
Average customer rating:
- All Libraries Should Have This Book...
- Fantastic!
- Excellent Resource
|
Connecting Young Adults and Libraries: A How-To-Do-It Manual (How-To-Do-It Manuals for Libraries, No. 59) (How-to-do-it Manuals for Librarians)
Patrick Jones
Manufacturer: Neal-Schuman Publishers
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ASIN: 1555703151 |
Book Description
This invaluable guide will help librarians provide needed special services to the young adult population despite chronic budget shortages and scarce resources. Augmenting the text with lists, documents, and forms, Jones offers advice on the complete array of young adult services. Librarians, teachers, and administrators will find the tools to get started or to enhance existing YA programs.
Customer Reviews:
All Libraries Should Have This Book..........1999-04-01
In addition to the positive Booklist review above, this book also received a glowing review in Voice of Youth Advocates August, 1998. It is an extremely useful resource for setting goals for young adult services and collection development and much more. If you are a librarian who is seeking to expand YA services in your library, this book will give you terrific information that can help you campaign for a greater commitment to young adult services!
Fantastic!.......1998-08-27
Jones once again displays his vast knowledge and winning strategies for serving this all-too-often underserved population. His book is an excellent resource and inspiration for anyone interested in providing young adults with solid and beneficial service. The library community and teens are fortunate to have his insight and practice.
Excellent Resource.......1997-08-25
Jones' book is a superb resource for librarians of all sorts, both those who work with young adults by choice, and those forced to work with young adults via the nature of librarianship. Jones provides a multitude of great ideas in working with, handling, and advocating for young adults. This is a definite "must-read" for all public librarians
Book Description
Once you have bought into the concept of customer relationship management (CRM), how do you separate the practical and useful from the pie-in-the-sky to plan, scope and implement a project that delivers tangible results? With CRM project failure rates running as high as 80 per cent, anyone unable to answer this question stands every chance of becoming yet another accident statistic.
Customer Reviews:
Good overview for CRM customers.......2007-01-20
Its a good book and easy to read. The experiences of the writer flow out of the words and evry point made is common sense and easy to agree with. If your a CRM customer or about to become a CRM customer then this is a great book to read in preperation for your project/implementation.
Not what the title suggests.......2004-04-15
I ordered this book with expedite delivery only to find out that it is neither a handbook nor its contents are strictly about project 'management'. It is about CRM though, but it seems more like a list of separate and partially elaborated ideas, such as the ones written on flash cards, glued together by textual bridges to produce a book. Some ideas are valuable, but there seems to be no underlying plan or theory to give coherence to the book. It seems to me like the name 'project management handbook' is way too ambitious, and was thought more for its marketing impact than to be precise in describing the contents.
Please correct error below (I am the author).......2003-10-13
Hi,
I am the author of this book. There is a mistake that has remained uncorrected for over 9 months now, and this is quite embarrassing, both for me and for Amazon. In your editorial review you have a quote "Required reading for all operational managers", which should be attributed to Dr Alain Micaleff (and NOT Dr Alain Michael). Check the back cover of the book for confirmation.
Can you please correct this asap - AND inform me that you have received this message and will be acting on it?
Thanks,
Michael Gentle (mgentle2@aol.com)
Mandatory for anyone implementing CRM.......2002-11-15
As a CRM consultant, the first 35 pages of the book alone made it worth the purchase price.
The author takes a very pragmatic approach to the realities of CRM and cuts through a lot of the BS that's out there right now. He makes an honest assessment of the reasons that CRM has often failed, and helps the reader avoid the traps that others have fallen into.
It's not a book about technical implementation, or a how-to book with lots of checklists. Rather, it is a book that will help you: build your business case for CRM (and/or decide that if CRM is even something your company should pursue); understand and avoid the most common risks; set realistic goals for projects; and take a tactical approach (i.e. short projects with measurable goals) to CRM.
A good read for anyone involved with implementing CRM. I'll be recommending it to clients as a must read and reference book for project managers, project sponsors, consultants and vendors who are working on CRM projects.
Now all we need is a very short book that explains CRM to the masses in simple terms - something I can give to the executives and "beginners" that I work with.
Book Description
Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value, and this major
Handbook of CRM gives complete coverage of the key concepts in this vital field.
It is about achieving a total understanding of the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it.
Based on recent knowledge, it is underpinned by:
* Clear and comprehensive explanations of the key concepts in the field
* Vignettes and full cases from major businesses internationally
* Definitive references and notes to further sources of information on every aspect of CRM
* Templates and audit advice for assessing your own CRM needs and targets
The most lucid, comprehensive and important overview of the subject and an invaluable tool in enabling the connection of the major principles to the real world of business.
* A definitive, heavily researched, comprehensive overview
* Key concepts allied to action templates
* Written by one of the first major marketing thinkers in the field and based on Cranfield Business School's internationally acknowledged leadership in the field
Download Description
Customer Relationship Management is a holistic strategic approach to managing customer relationships to increase shareholder value, and this major Handbook of CRM gives complete coverage of the key concepts in this vital field. It is about achieving a total understanding of the concepts that underlie successful CRM rather than the plethora of systems that can be used to implement it. Based on recent knowledge, it is underpinned by: * Clear and comprehensive explanations of the key concepts in the field * Vignettes and full cases from major businesses internationally * Definitive references and notes to further sources of information on every aspect of CRM * Templates and audit advice for assessing your own CRM needs and targets The most lucid, comprehensive and important overview of the subject and an invaluable tool in enabling the connection of the major principles to the real world of business.
Book Description
Games and other classroom activities can make training more fun, memorable, and effective. Sales Games and Activities for Trainers is the most useful—and complete—collection of games, role-plays, activities, and other skill-building exercises ever collected for increasing the effectiveness of sales training. There are games and activities covering all aspects of selling, from making presentations to handling objections.
Customer Reviews:
Disappointed.......2007-02-07
I just felt that there was nothing in the workbook that was useful. Most of the material was something I would be embarassed to try on a group, and I have to say, this will end up in the next garage sale!
Average - some good exercises.......2007-01-13
I am a professional trainer, I pulled a few good exercise out of this but most are somewhat childlike and very average. Probably something better out there, but I did get a few ideas for my classes.
A Super Resource.......2003-09-08
I hate to disagree with my esteemed colleague from Mexico City but for any of us who deal with the REAL world of selling, this book is a gem. It is a quick and easy to use way to spice up sales meetings.
Great Resource for Use in Training.......2001-10-09
I do training for an association in which we are members. Although the exercises in this book are for sales people, I have adapted more than a dozen of them to use in various training sessions, from surviving or thriving in our changed economy to direct marketing by snail mail and email. Would recommend this book to anyone who needs visuals to motivate others.
Completely useless.......2001-05-19
As a sales and marketing professional and university professor I can tell you this book is book is one of the worst books I have ever purchased. The reason for this is because the exercises seem adequate for people with a negative IQ! I would have returned the book but my 4 year old boy damaged it.
Book Description
sA hands-on guidebook from Accenture for building a globally responsive, customer-driven enterprise
As the dust settles from the most recent round of CRM projects, companies are increasingly finding that their efforts havenot delivered anticipated benefits. In The Ultimate CRM Handbook, influential thought leaders from Accenture discuss why CRM has failed to live up to expectations and what companies can do to improve the bottom-line return on CRM investments.
More than 30 chapters and in-depth case studies on many leading companies give managers and senior executives alike the high-level perspective needed to build lasting, profitable bonds with their customers. They also provide techniques companies can use to:
- Establish more effective interactions with their customers
- Build lasting brand loyalty
- Dramatically improve the efficiency of their sales, marketing, and customer service operations
Customer Reviews:
For strategic thinker.......2006-08-18
This book covers every aspect of CRM, on sales and marketing and information technology. Don't expect this book will teach you how to implement it. Please notice that this is not mean to be a technical book, which teaches you how to caculate customer life-time, segmentation or select customers. It outline the technologies and marketing ideas surrouding the buzz word-CRM. Come on. CRM is not the name of a software package, it's about satisfying your customers profitabily.
If you have the interest to drill further, esp the maths/IT, read other books on datamining or database marketing.
Text book - descriptive but not informative.......2005-08-02
I had to purchase this book for a class I'm taking towards my MBA. I have to say that I have yet to read anything in it that isn't just a summary of information I've heard or read before - or even something that's just intuitive for anyone that's been in the business world for just a few years.
Had I known this book would provide such little insight into the underlying strategies and applications of CRM, and would therefore not even be necessary to read in order to write papers or join in discussions for my class, I would not have purchased it.
At last ... a reference source for CRM I can really use.......2003-01-24
This is the third book on CRM I've read over the last year and it's certainly been the most useful.
The structure is a little different from other books I've seen on the subject. I guess you could read it end-to-end, but I've found it most useful just reading the section introductions and then dipping into the individual chapters as required. Being honest, I haven't even read all of the content. It's very comprehensive and some of the material just isn't relevant to my work. But the fact I can get to the parts that are relevant, quickly and easily, is what makes this stand out.
Coming from a business background, I also like level it's pitched at. Despite being pretty detailed at times the text is peppered with client examples to show the ideas are still grounded in reality.
So if you are looking for a broad reference source for CRM that puts the emphasis on business as much as CRM then this is certainly worth considering.
An Information Packed Resource on Advanced CRM.......2003-01-16
If you are looking for an information packed resource on advanced CRM ideas and strategies, then I would strongly recommend this book. I own a dozen texts on this subject and this book is one of the best at presenting the key concepts that define state-of-the-art CRM.
I found the chapters on transforming marketing paticularrly interesting. Together, they provided a comprehensive picture of the current challenges in marketing and then discussed the new capabilities marketers should embrace to transform their organizations.
In addition to the wealth of ideas, the book was also filled with industry examples that really helped to bring the topics to life for me. I definitely give this book an enthusiastic two thumbs up.
Not bad, but buyer beware!.......2003-01-03
This is not a bad book and contains some helpful insights in CRM. The chapters on Partner Relationship Management and CRM in Government are particularly good.
However, the title (a shameless ripoff of The CRM Handbook--couldn't the guys at McGraw Hill be a BIT more creative?)doesn't make it obvious that the writers are all Accenture consultants. This book definitely has an Accenture spin (results of Accenture surveys, examples using Accenture partner companies), rendering it a bit more narrowly-focused that it might have been by a more "objective" authorship. And, as is usually the case with a book where each chapter has a different author, the tone of the text varies widely. This is a good book for your CRM library, but be sure and co-mingle it with other CRM perspective so your view isn't tainted.
Average customer rating:
|
Bienvenidos! Welcome!: A Handy Resource Guide for Marketing Your Library to Latinos
Susannah Mississippi Byrd
Manufacturer: American Library Association
ProductGroup: Book
Binding: Paperback
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ASIN: 0838909027 |
Average customer rating:
|
Handbook of Key Customer Relationship Management, The: The Definitive Guide to Winning, Managing and Developing Key Account Business
Ken Burnett
Manufacturer: Financial Times/Prentice Hall
ProductGroup: Book
Binding: Hardcover
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ASIN: 0273650319 |
Customer Reviews:
An absolute treasure for the small design office.......2006-09-15
Recognizing that architects and designers tend to be flow thinkers -- persons fully emersed in the specific challenge they are facing but somewhat cavalier about details that don't directly relate to solving the challenge at hand -- Fred Stitt set out to research and document a systematic way to approach the general details and day-to-day issues design offices face. His work on systems drafting was groundbreaking back in the 1980s, and more recently Stitt has turned his attention to ecological design.
Here, Stitt provides a wonderful source of information and advice on how to approach the many issues that the owner/director/manager of a design office faces day to day. None of this stuff is taught in any architecture program I know of. In fact, most architects and design professionals have never taken a business course. Stitt provides thoughtful analysis of the particular problems design-minded folk face in running an office and managing clients, and provides a systematic way to approach those problems. An excellent resource!
Average customer rating:
- A Classroom In A Book
- THE CALL CENTER: SELF-SERVICE OR SELF DELUSION?
- you don't learn anything
- Illuminating Read!
- A good general guide
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The Call Center Handbook 4 Ed: The Complete Guide to Starting, Running, and Improving Your Customer Contact Center
Keith Dawson
Manufacturer: CMP
ProductGroup: Book
Binding: Paperback
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Similar Items:
-
Call Centers For Dummies (For Dummies (Computer/Tech))
-
The Executive Guide to Call Center Metrics
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Call Center Operation: Design, Operation and Maintenance
-
A Practical Guide to Call Center Technology
-
How to Become a GREAT Call Center Manager
ASIN: 1578200709 |
Book Description
Need to know how to buy a phone switch for your call center? How to measure the productivity of agents? How to choose from two cities that both want your center? No problem. 'The Call Center Handbook' is a complete guide to starting, running and improving
This book covers the gamut from buying the right equipment and software to monitoring agents, measuring their productivity, enhancing customer relationships and running an innovative and efficient center. It includes use of fax-on-demand, interactive voice response, email and Web sites.
Customer Reviews:
A Classroom In A Book.......2006-05-29
The way Keith Dawson handles the materials is well-written and concise. He does not waste much time going into more than just a couple real-world applications for the technologies he is explaining, but he does set your mind spinning about how they can be used to suit your needs. The information on VoIP and IP Telephony are a little dated and an updated edition would obviously expand a lot on those technologies (which were just emerging when the book was written but have become very popular in the industry now). Not only does he discuss what technologies are available (like AVR, IP-PBX, Recording, Call Queuing, etc.), he goes into a brief discription of the more traditional PBX system, if only to point out their flaws compared to today's newer technology but not failing to point out their merits as well. A good book for someone who is just beginning to integrate themselves in the field and the tech.
THE CALL CENTER: SELF-SERVICE OR SELF DELUSION?.......2005-07-31
Chances are that you already have this book in your IT library. But, you probably don't have the 5th edition of the book. Author Keith Dawson has done an outstanding job of presenting the complete guide to starting, running and improving your call center.
Dawson begins by showing you his Six-Stage Model of Call Center Development, which is has to do with the way the call center interacts with the rest of the company. Next, the author discusses how you are going to have to find a place or location for your call center. Then, he covers some of the important factors that go into a call center successful design. Dawson next discusses how you have to be very careful in choosing the toll free and long distance services for your call center, because they will be very expensive. Next, the author also covers the automatic call distributor, which routes calls and manages information with respect to those calls. Then, he examines predictive dialing systems, which automate the entire outdialing process, with the computer choosing the person to be called and dialing the number. In addition, Dawson then examines the pros and cons of computer telephone integration. Next, the author looks at interactive voice response, which always captures information in an accurate manner. Then, he researches speech recognition system technology as an autoselector tool for the call center. Dawson continues on by exploring the Web as a tool to automate all of the call center functions without human interaction. Next, the author discusses some of the interesting new tools available, including CRM and the new theories of multichannel access for customer contact. Then, he gives some very serious thought about putting a video in your call center. Dawson then discusses that the best way to route a call to the agent most capable of handling that specific call, is routing based on an agent's skill or combination of skills, like language, training, experience, or any mix of those and other factors. Then, the author explains the importance of customer relationship management (CRM). Next, he shows you why order processing systems give you power over your inventory and pricing. Dawson next reminds you why display boards and readerboards are a stable versatile technology, and an inexpensive way to quickly improve call center performance. The author also explains why headsets are a key ingredient in every call center. Next, he discusses the on-hold messaging queue. Dawson also explains the importance of workforce management software, and how it is the art and science of having the right number of agents at the right times, in their seats, to answer an accurately forecasted volume of incoming calls at the service level you desire. Then, the author continues on by explaining why monitoring is a critical part of the process of teaching anew rep how to deal with customers, how to handle difficult situations, even simply how to follow a script and read a screen full of complex information. Finally, he goes into how to make call center careers meaningful.
With the preceding in mind, the author has done an excellent job of making you, the reader, understand the value of surefire ways to motivate your reps; realize the value on the front line; outsourcing; disaster and contingency planning; and, telecommuting agents. At the end of the day, you'll know whether the call center is self-service or self-delusion.
you don't learn anything.......2002-04-25
Buy it only if you are a beginner.
Illuminating Read!.......2001-08-30
This is a definite Must Read for any Call Center professional! All those questions about what system/technology does what and how are answered in one fact-based publication. If you want to avoid the headache of time-consuming hunts through web-sites and talking with marketing reps to learn which product works best for your company, this book is for you. If you are looking for a bubble-gum view of call center management, don't read this book because you just might learn the truth! By the way, get a Call Center Magazine subscription to continue the information flow started by reading this book.
A good general guide.......2000-11-28
This is a good book to people who want to have an overview at a glance about call centers features and problems. But, according to new economy habits, it is not a technological issue. So, if many points are discussed, such as human resources, real estate, organisation, hardware and products, none of them is focused in a detailed way. It is surely a very good introduction to people starting a new job in call centers environments, but do not expect too much by readin it.
Books:
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- The Strategy and Tactics of Pricing: A Guide to Growing More Profitably (4th Edition) (Pie)
- The Successful Sales Manager's Guide to Business-to-Business Telephone Sales
- The Woods
- The World Is Flat [Updated and Expanded]: A Brief History of the Twenty-first Century
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- Total E-mail Marketing, Second Edition: Maximizing your results from integrated e-marketing (Emarketing Essentials)
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Books Index
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The Nordstrom Way: The Inside Story of America's #1 Customer Service Company
Be Our Guest
The Disney Way Fieldbook: How to Implement Walt Disney's Vision of "Dream, Believe, Dare, Do" in Your Own Company
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Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation (Perfect Phrases)
