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The Nordstrom Way: The Inside Story of America's #1 Customer Service Company | 
 enlarge | Authors: Robert Spector, Patrick D. Mccarthy
Publisher: Wiley
Category: Book
List Price: $19.95
Buy Used: $0.25
You Save: $19.70 (99%)
New (9) Used (36) Collectible (3) from $0.25
Rating:  18 reviews
Sales Rank: 187764
Media: Paperback
Pages: 256
Number Of Items: 1
Shipping Weight (lbs): 0.7
Dimensions (in): 8.4 x 5.5 x 0.7
ISBN: 0471161608
Dewey Decimal Number: 658.871
EAN: 9780471161608
ASIN: 0471161608
Publication Date: September 1996
Availability: Usually ships in 1-2 business days
Shipping: Expedited shipping available
Shipping: International shipping available
Condition: With pride from Motor City. All books guaranteed. Best Service, best prices.
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Product 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 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
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| Customer Reviews: Read 13 more reviews...
 Incredibly inspiring November 27, 2008
J. Martens (Portland, Oregon)
While working as a Sales Analyst for a major apparel marketing firm, my boss gave this book to his entire team as an xmas gift.
After finishing this book, I went out and got myself as second job as a part time sales person. I was so inspired by the way Nordstrom conducts business and the potential I had as an individual.
Yes the book is about Nordstrom, but it is so easily adapted to any business...even for employees not directly involved in sales.
If I owed a business, this book would be required reading by all employees new and old.
 A Good Insight into Customer Service August 28, 2007
F. Poli (Chorley,Lancashire, UK)
1 out of 1 found this review helpful
Nordstrom definetly have the best customer service. I had read about this and then whoile in the USA went to one of their stores in Orlando.I must say it is all true, they are #1!
This book explains how Nordstrom get their people to super perform and fall over backwards for their customers. Reading about how they do it and the results they get is very enlightning.
Good look at an interesting system December 20, 2006
Lehigh History Student
1 out of 1 found this review helpful
The Nordstrom way gives an inside perspective of how the service at Nordstrom's really is run. It gives the perspective of desperation and attention to customers. By putting is employees livelihoods on commissions they are forced to deliver a superior product. The purchases and the sales clerks work closely together to form a bond that gives the company its edge. Overall this is an excellent book and very well done. It is written very well and can be read very quickly.
 Outstanding Service, Underwhelming Author December 12, 2006
MPR (San Jose, CA)
This book only gives you a vague idea of how Nordstrom creates their legendary customer service. It goes into more detail about the history of the company and things like their battle with the unions.
If you are looking to create first rate customer service in your organization, this is NOT the book to buy. If you have a general interest in Nordstrom and have a few hours to kill, this book may be more worthwhile.
While Nordstrom may be the king of customer service that certainly doesn't make Spector and McCarthy brilliant authors. I recommend you save your money for something better.
A Worthwhile Look into the Nordstrom Culture October 11, 2006
R. Peter Valentine (Riverside, CA USA)
2 out of 3 found this review helpful
The Nordstrom Way was not developed overnight. It has been four generations and over one hundred years in the making. It is a culture, not an act that can be turned on and off. It is a pleasure also to have its recent top salesman Patrick McCarthy share his story.
The Nordstrom Way oozes with pride... the pride of providing a top-rate retail experience. Salesmen are empowered to make decisions. This is not just lip service. They carry a card which states "Rule #1: Use your good judgement in all situations. There will be no additional rules." Emphasis is given to placing the needs of the customer ahead of short-term profits.
Other aspects of this 'culture' include promoting only from within and profit-sharing.
Most retail outlets have a small Customer Service department. At Nordstrom, the whole store is the Customer service department.
The Nordstrom Way embodies simple concepts that are not necessarily easy for other companies to duplicate.
Five Stars
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