The Nordstrom way
Subtitle: the inside story of America's #1 customer service company
By: Robert Spector and Patrick McCarthy
Contributors: McCarthy, Patrick
Edition: 2nd ed
Publisher: Wiley
Published: 1999
Place of publication: New York; Chichester
Language: eng
Number of pages: 256
Subjects: Nordstrom (Firm); Customer services -- United States; Department stores -- United States
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?".

"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.".

"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.