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The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the "Nordstrom" of Your Industry Paperback – Mar 27 2012


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Product Details

  • Paperback: 240 pages
  • Publisher: Wiley; 2 edition (March 27 2012)
  • Language: English
  • ISBN-10: 9781118076675
  • ISBN-13: 978-1118076675
  • ASIN: 1118076672
  • Product Dimensions: 23.5 x 18.8 x 1.3 cm
  • Shipping Weight: 363 g
  • Average Customer Review: 5.0 out of 5 stars  See all reviews (2 customer reviews)
  • Amazon Bestsellers Rank: #26,119 in Books (See Top 100 in Books)
  • See Complete Table of Contents


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By Maryann on July 1 2014
Format: Kindle Edition Verified Purchase
Lots of practical advice on providing superior customer service. The sad part is that you don't need to do much to be better than your competition. The simplicity of the Nordstrom Way is fantastic....simply empower your people to "use their best judgement".
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By Sarah on March 27 2014
Format: Paperback Verified Purchase
I was putting together a speech on Nordstrom for my class assignment and this book gave me the bulk of my information and I learned a lot about the company. What a great story and I really admire how they run their business.
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Most Helpful Customer Reviews on Amazon.com (beta)

Amazon.com: 14 reviews
5 of 5 people found the following review helpful
This Company Just Gets It; The Nordstrom Way, Not As Easy As You'd Think.... Jan. 7 2013
By JP - Published on Amazon.com
Format: Paperback Verified Purchase
This book, The Nordstrom Way, has been on my wishlist for a couple years and for the holidays I decided to buy it for myself. The book does a good job presenting the history and founding of the Nordstrom department store. The meat of this book, comes in discussing how Nordstrom really wow's their customers. Some could say there are other great companies out there that provide impeccable service, Marriott, Disney and even this website, Amazon.com. However, there's a difference between good customer service and going above and beyond to truly meet the needs of and satisfy your customers.

This book basically lays out in a 'here's how you do it' way, how to reproduce the success of Nordstrom. The sad thing is, this message falls on deaf ears. A fine example in the book discusses a very popular department store, that when facing a Nordstrom store opening in their area, suggested to their employees that they would have to start smiling at and acknowledging customers in the store. Better yet, this popular department store produced a three hour training video regarding how to 'imitate' the service that one would receive from Nordstrom.

This book is a great read if you really want to find out what it takes to become a cornerstone in your market, the standard for service in your industry. The author lays out such things that the greats like Marriot, Disney and Amazon used to do like Nordstrom, however a sunken economy and falling profits soon changed these greats. Examples would include using strictly word of mouth advertising and not wasting money on big TV spots, or focusing on providing world class customer service instead of touting how you are becoming the world's most customer centric company. There's a big difference between being customer-driven and customer-focused.

The Nordstom Way is not an easy ticket to profits and loyal customers. It is called the 'Nordstrom' way for a reason; they perfected the art of customer-focused service. All of the principals in this book are applicable to any customer facing industry however; most businesses will forsake long time customers for short term profits. For those who value their long term customers, they won't trust their own employees enough to allow them to do right by the customer.

As scary as it may be to have just one rule in your business, use good judgment in all situations, allowing your employees to feel the freedom to really do what it takes to wow the customer will pay back in dividends over and over. This book really should be read by every CEO of a customer oriented company, but getting back to the root of it, corporate America is too afraid to trust their own employee's and change in management structure, is a very scary thing to them.
1 of 1 people found the following review helpful
Inspirational March 16 2014
By Sierra - Published on Amazon.com
Format: Kindle Edition Verified Purchase
After receiving news I was excepted into the Nordstrom internship, I began looking for more information on the company. This book has furthered my love of the Nordstrom culture and my excitement in joining their team.
Solid theories but GREAT examples May 27 2014
By John J. Franco - Published on Amazon.com
Format: Kindle Edition Verified Purchase
This book focuses on how Nordstrom delivers their superior customer service, from hiring and training to rewards and compensation. The idea is that readers can learn from Nordstrom and apply some of those lessons to their own organizations. Some of the concepts are basic - hire great people, and give them the autonomy to make customers happy. But author Robert Spector goes into great detail about how Nordstrom really lives their beliefs, from preaching an inverted pyramid with customers at the top and senior management at the bottom, to quarterly celebrations of the best performers.

There are definitely parts of this book that are repetitive. The author even goes so far as to repeat the same phrases over and over. But there is a lot that can be gained from this book. Customer service requires humility. Management needs to support (and trust) their employees. Everyone needs to feel (and be) fully invested in success. Customers need to like you and want to do business with you. Building relationships with customers lead to long-term success.

I think this book has a little more value than a typical "management" book because of the stories. Most of the key points are illustrated with examples of outstanding service provided by a Nordstroms employee. I think they add a lot of value
I loved Nordstron before... May 11 2014
By LisaFlorida - Published on Amazon.com
Format: Kindle Edition Verified Purchase
and now I really love going there. This is a must read for every business owner and sales person. Great book about a great company.
Interesting for anyone in retail March 8 2014
By ronald Lux - Published on Amazon.com
Format: Paperback Verified Purchase
If your interested in Nordstrom this provides a good history lesson. Theme is great customer service and convincing your employees to get on board, not rocket science but they seem to be the only business that I know of actually able to make it work.

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