My must-read customer service book is The Nordstrom Way: The Inside Story of America’s #1 Customer Service Company by Robert Spector and Patrick D. McCarthy. Not only is it a fun little history of Nordstrom, it’s an examination of how to do customer service exceptionally well, and how to run a great sales team. More than anything, it’s an affirmation that spending money to make your customers happy, rather than cutting costs and nickle-and-diming your customers, reaps incredible benefits not only to your brand, but to your bottom line.
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Contributors: Kim Stiens from Ranavain