The Nordstrom Way shows the direct link between empowering your employees and creating a long-term relationship with your customers. More businesses should follow Nordstrom's example. —Howard Schultz, Chairman, Starbucks Coffee Virtually every company wants to be the Nordstrom of their industry. Nordstrom is one of only five companies to make Fortune's "best companies to work for" and "most admired" list every year the surveys have been taken. Despite its position in the hard-hit retail sector, Nordstrom, with 193 stores in 28 states, never experienced a quarterly loss during the recent economic downturn. The Nordstrom Way to Customer Service, Second Edition explains what every business can learn from the world's most famous customer-service-driven company. New material in this revised edition includes: "How To Become The Nordstrom Of Your Industry" Tools for creating a customer-driven culture Chapters on Nordstrom's online customer service and the innovative social commerce features of its website Breakthroughs on Nordstrom's multi-channel approach to customer service Nordstrom follows a set of principles that has made it a leader in its industry. Discover what endears Nordstrom to its customers, and learn how to apply those same standards to your company.
This new book uses extensive and multifaceted data and sophisticated data analysis to explore product innovation in the financial services sector. Merging academic and critical analysis with practical recommendations for companies, this book provides a full and rich account of how new products are brought to market, considering both successes and failures. Providing insight into the organization of product innovation processes in the financial services sector and setting up guidelines for the improvement of these processes, it is essential reading for those in banking, finance and insurance sectors with an interest in innovation studies.
Each phrase in the title of this work gives a clue as to its purpose and agenda. "Thepresent politics of the past" refers to the conditions that have arisen in the recent politicsof advanced liberal states with indigenous populations (such as the U.S., Canada,Aotearoa/New Zealand, and Australia) where "the past" is an issue or even at stake incontemporary struggles.
Anabolic steroids have traditionally been controversial in the sporting arena. Today, research indicates a dramatic increase in the use of anabolic steroids and other performance-enhancing drugs outside of competitive sports. With evidence of widespread steroid abuse among the general population, health professionals are citing the emergence of an
Praise for The Nordstrom Way . . . "Outstanding customer service and Nordstrom's are synonymous. The innovative approach has allowed them to find out what the customers want and then do it. Their standards of service are what we all shoot for."—David D. Glass, President and Chief Executive Officer, Wal-Mart Stores, Inc. "Nordstrom is a national model for outstanding customer service. American business should use this book as a primer to learn how to make and keep happy, satisfied customers."—Willard Marriott, Jr., Chairman and President, Marriott International, Inc. "When you run a family business that includes your customers as extended family, you're unbeatable. This book outlines an American family saga that has become the admiration of the world."—Leonard A. Lauder, President and Chief Executive Officer, Estée Lauder Companies. "Nordstrom's business is built on one-to-one communication with the customer. Their professional salespeople bridge the gap between the designer and the consumer. The Nordstrom Way is what the '90s are all about!"—Donna Karan, Designer and Chief Executive Officer, Donna Karan Company.
Were it not for the negative coverage that it receives from elite American news organizations, the National Rifle Association and American gun culture as a whole would not be in the position of strength they enjoy today. The more negative coverage the elite media have dished out, the more people have been attracted to NRA and gun culture. Brian Anse Patrick presents the evidence for this startling case. As an analysis of the data unmistakably shows, not only are the elite media systematically biased against NRA, they have indeed inadvertently helped to mobilize American gun culture, making it one of the most successful social movements of modern times. In the new edition of this groundbreaking study, with a new Foreword by the author, Prof. Patrick makes his case. The evidence is incontrovertible and based on scientific content analysis of ten years of actual NRA coverage in many elite news publications, compared and contrasted with similar coverage of other major American social movements. Additionally, Prof. Patrick presents an innovative model for how information is disseminated from top-to-bottom in the mainstream media which he terms "administrative democracy," and suggests how groups like the NRA flourish in part because of the increasing availability of non-centralized social media which allow dissenters from the prevailing media paradigm to construct their own narratives with which to understand society and their place within it. Written in a lucid and penetrating style, this book should be of interest to readers on either side of the gun rights debate, as well as to those wishing to study the workings of a successful citizens' advocacy network.
A perennial subject for sociologists, nationalism, the focus of this study, is persistent, not merely because of its specific ideological appeal, but because it expresses some of the major conflicts in Western social development.
This is a formidable collection of previously published essays by this distinguished Old Testament scholar. Three significant areas of biblical studies have been a focus of the author's attention throughout his career: the Bible in its ancient Near Eastern world, the Psalms, and Old Testament theology. In Part I, epigraphic discoveries are examined for the light they shed on biblical texts. In Part II, special attention is given to the theological significance of reading the Psalms as a collection. In Part III, a wide range of theological issues-creation, covenant, prayer, cosmology, canon, and especially the nature and character of God-are taken up in various essays that suggest how biblical theology can contribute to the larger theological enterprise.
This book considers exactly how trade unions are working to recruit and re-energize. It compares historical and contemporary case studies to give a much-needed evaluation of these rebuilding strategies.
In 1811, architect Benjamin Henry Latrobe spurred American builders into action when he called for them to reject "the corrupt Age of Dioclesian, or the still more absurd and debased taste of Louis the XIV," and to emulate instead the ancient temples of Greece. In response, people in the antebellum trans-Appalachian region embraced the clean lines, intricate details, and stately symmetry of the Grecian style. On newly built public buildings, private homes, and religious structures, references to classical Greek architecture became the preferred ornamentation. Several antebellum cities and towns adopted the moniker of "Athens," styling themselves as centers of culture, education, and sophistication. As the trend grew, American citizens understood the name as a link between the Grecian style and the founding principles of democracy—signaling a change of taste in service to the larger American cultural ideal. In Athens on the Frontier, Patrick Lee Lucas examines the material culture of Grecian-style buildings in antebellum America to help recover nineteenth-century regional identities. As communities worked to define their built landscape and develop a shared Western identity, Lucas's study invites readers to question many of the assumptions Americans have made about divisions and cultural formation in antebellum society.
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