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

Spector, Robert; McCarthy, Patrick D.

Softcover

ISBN 10: 047119171X ISBN 13: 9780471191711

Publisher: John Wiley & Sons Inc, 1997

Synopsis

This book is the success story behind the Nordstrom legend written in an accessible, anecdotal style. Describes how American retailing's leading customer service company provides its entrepreneurial sales force with the freedom and tools to create, build, and maintain their own businesses. Includes a succinct history of the company, an explanation of its commission-sales structure and culture, an examination of how store layout contributes to customer service plus sales tips, and techniques from top Nordstrom sales associates.

About this title

From the Back Cover:

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, 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.

About the Author:

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 with Nordstrom for more than 20 years. He is one of the top-performing salespeople in the company.

About this edition

• Publisher: John Wiley & Sons Inc
• Publication date: 1997
• ISBN 10: 047119171X
• ISBN 13: 9780471191711
• Binding: Mass Market Paperback
• Number of pages: 256