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9780471161608

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

by ;
  • ISBN13:

    9780471161608

  • ISBN10:

    0471161608

  • Edition: Reprint
  • Format: Paperback
  • Copyright: 1996-10-01
  • Publisher: Wiley

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Summary

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 Estée 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

Author Biography

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.

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.

Supplemental Materials

What is included with this book?

The New copy of this book will include any supplemental materials advertised. Please check the title of the book to determine if it should include any access cards, study guides, lab manuals, CDs, etc.

The Used, Rental and eBook copies of this book are not guaranteed to include any supplemental materials. Typically, only the book itself is included. This is true even if the title states it includes any access cards, study guides, lab manuals, CDs, etc.

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