The Nordstrom Way

The Nordstrom Way : The Inside Story of America's Number 1 Customer Service Company

3.89 (575 ratings by Goodreads)
By (author)  , By (author) 

List price: US$24.95

Currently unavailable

Add to wishlist

AbeBooks may have this title (opens in new window).

Try AbeBooks

Description

When it comes to customer service, American retail giant Nordstrom is the standard against which all other companies are measured. Newly updated and revised, this text provides a candid and uncensored behind-the-scenes look at how Nordstrom has achieved its extraordinary success, with an annual revenue of $4 billion and an army of satisfied customers. The author also cuts through the mystique surrounding Nordstrom culture to show how other firms can imitate the retail legend's example.
show more

Product details

  • Hardback | 244 pages
  • 152 x 229 x 25.4mm | 454g
  • John Wiley & Sons Inc
  • New York, United States
  • English
  • Revised
  • 2nd Revised edition
  • 0471354864
  • 9780471354864

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 verus the Clock-Punchers ; The Art of Selling: Retailing Is a Contact Sport; Customer Service the Nordstrom Way: The Future; Index.
show more

About Robert Spector

ROBERT SPECTOR is a Seattle-based business author and speaker. His book, Lessons of the Nordstrom Way: The 8 Management Principles of America's #1 Customer Service Company, will be published by John Wiley & Sons in July 2000. Visit his website at robertspector.com
PATRICK D. McCARTHY, of Seattle, has been with Nordstrom for more than thirty years. He is one of the top-performing salespeople in the company. Visit his website at www.patrickdmccarthy.com.
show more

Rating details

575 ratings
3.89 out of 5 stars
5 31% (180)
4 37% (212)
3 23% (135)
2 7% (38)
1 2% (10)
Book ratings by Goodreads
Goodreads is the world's largest site for readers with over 50 million reviews. We're featuring millions of their reader ratings on our book pages to help you find your new favourite book. Close X