The Nordstrom Way: The Inside Story of America's #1 Customer Service Company
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.--This text refers to an out of print or unavailable edition of this title.