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

From Library Journal
Nordstrom's has long had the reputation for outstanding customer service. This book, coauthored by one of Nordstrom's top sales associates, McCarthy, tells how Nordstrom's earned that reputation. The work combines case studies and personal narrative with some history of the store. Each chapter helps the reader see one or more aspects of what has made Nordstrom's so successful, for example, "The Nordstrom Culture: Setting Employees Free," "The Art of Selling: Retailing Is a Contact Sport," and "What's Inside: Creating an Inviting Place." Each chapter is followed by a one- to two-page summary of the important points. Highly recommended for any business collection.Michael D. Kathman, St. John's Univ. Lib., Collegeville, Minn.Copyright 1995 Reed Business Information, Inc.


Book Description
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


Book Info
The inside story of America's # 1 customer service company. Offers the first insights about this much admired and much feared retail powerhouse. Paper. DLC: Customer service - U.S.


Card catalog description
"What makes Nordstrom so special? What, exactly, does this retail giant do that so clearly distinguishes it from the competition? How does the Nordstrom customer service culture work? And, most important, what lessons can industry learn from Nordstrom's example?"--BOOK JACKET. "In The Nordstrom Way, the authors isolate practical lessons that teach how to better respond to customers' needs so they'll keep coming back to you, including: valuing the nobility of good service; finding and bonding with customers; serving and keeping those customers; giving frontline people the freedom to make decisions."--BOOK JACKET. "Packed with examples of excellent customer service, The Nordstrom Way offers a fresh behind-the-scenes look that provides lessons on how to find and focus on customer needs, follow-up, and customer satisfaction."--BOOK JACKET.


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Nordstrom's has long had the reputation for outstanding customer service. This book, coauthored by one of Nordstrom's top sales associates, McCarthy, tells how Nordstrom's earned that reputation. The work combines case studies and personal narrative with some history of the store. Each chapter helps the reader see one or more aspects of what has made Nordstrom's so successful, for example, "The Nordstrom Culture: Setting Employees Free," "The Art of Selling: Retailing Is a Contact Sport," and "What's Inside: Creating an Inviting Place." Each chapter is followed by a one- to two-page summary of the important points. Highly recommended for any business collection.-Michael D. Kathman, St. John's Univ. Lib., Collegeville, Minn.


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