The Nordstrom Way

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

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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.
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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.
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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
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
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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)
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