The Nordstrom Way : The Inside Story of America's Number 1 Customer Service Company
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." -- J. 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 Estee 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
- Hardback | 244 pages
- 166.9 x 231.9 x 28.2mm | 453.6g
- 14 Nov 1995
- John Wiley and Sons Ltd
- John Wiley & Sons Inc
- New York, United States
Table of contents
America's #1 Customer Service Company. After the Gold Rush: A Store Is Born. The Next Generation: Perfecting "The Nordstrom Way". The Nordstrom Culture: Setting Employees Free. "What's Inside": Creating an Inviting Place. A Company of Entrepreneurs: The "Nordies" Versus the Clock--Punchers. The Art of Selling: Retailing Is a Contact Sport. Customer Service the Nordstrom Way: The Future. Index.
About Patrick D. McCarthy
ROBERT SPECTOR is a Seattle--based freelance writer who has covered Nordstrom since 1982 for Women's Wear Daily and other publications of the Fairchild Fashion Group. PATRICK D. McCARTHY, of Seattle, has been Nordstrom's top salesperson over the past 20 years.