- Paperback: 256 pages
- Publisher: Wiley; Reprint edition (Sep 25 1996)
- Language: English
- ISBN-10: 0471161608
- ISBN-13: 978-0471161608
- Product Dimensions: 23.5 x 19.7 x 1.1 cm
- Shipping Weight: 318 g
- Average Customer Review: 4.8 out of 5 stars See all reviews (13 customer reviews)
- Amazon Bestsellers Rank: #458,653 in Books (See Top 100 in Books)
- See Complete Table of Contents
|
||||||||||||||||||
|
||||||||||||||||||
|
||||||||||||||||||
| ||||||||||||||||||||||||
Product Details |
Product Description
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. --This text refers to an out of print or unavailable edition of this title.
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.
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 Est?e 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
"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 Est?e 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
Inside This Book
(Learn More)
First Sentence
A couple of dozen well-groomed and neatly dressed men and women are seated behind a horseshoe configuration of gray tables in a downtown Seattle office building near the pike place market. Read the first page
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
A couple of dozen well-groomed and neatly dressed men and women are seated behind a horseshoe configuration of gray tables in a downtown Seattle office building near the pike place market. Read the first page
Explore More
Concordance
Browse Sample PagesConcordance
Front Cover | Copyright | Table of Contents | Excerpt | Index | Back Cover
Tag this product(What's this?)Think of a tag as a keyword or label you consider is strongly related to this product.
Tags will help all customers organize and find favorite items. |
Customer Reviews
|
Share your thoughts with other customers:
|
||||||||||||||||||||||
|
Most helpful customer reviews
5.0 out of 5 stars
Nordstroms - Still a Solid Read,
By "nonicknameguy" (Stillwater, MN USA) - See all my reviews
This review is from: The Nordstrom Way: The Inside Story of America's #1 Customer Service Company (Paperback)
This book made a big splash when it hit the stands in 1995. If you are worried about it being outdated, don't be. I found it to be very thorough in it's study of Nordstrom's, and it is still a good lesson in what we should all strive for.Minimal mistakes that need to be updated in the next revision: All in all, I recommend this book to anyone who is studing how to change attitudes on customer service. If you are just looking for a book on sales, this is not for you.
4.0 out of 5 stars
The Nordstrom Way Review,
By Allison Wesley (Los Angeles, CA) - See all my reviews
This review is from: The Nordstrom Way: The Inside Story of America's #1 Customer Service Company (Paperback)
Reading the Nordstrom Way has made me highly respect the store itself. It was very refreshing to read a book about a company that places so much emphasis on customer service. After reading the book, I was convinced that Nordstrom truly values their customers above all else, unlike many retail stores today. I thought that the author did a very good job in both retelling the history of Nordstrom and conveying their way of conducting business. Through telling the story of the Nordstrom family, giving examples of good customer service, and sharing personal stories of Nordstrom employees, the author does an excellent job of helping the reader understand what Nordstrom is all about. I would recommend this book to anybody interested in learning about how to run such a successful business as Nordstrom has done and will continue to do for years to come.
4.0 out of 5 stars
Good Book for anyone wanting to brush up on their skills,
By Ryan S (Coloma, WI United States) - See all my reviews
This review is from: The Nordstrom Way: The Inside Story of America's #1 Customer Service Company (Paperback)
This is a good book. It doesn't really give a person any new ideas on customer service it just reminds them what good service is. The key to Nordstrom's great service is pretty basic, give your employees the authority to service the customer, do whatever it takes to make the customer happy, and perform extras for the customer that your competition doesn't like writing thank you notes. Like I said you probably won't learn a whole lot but the book is a good reminder of what you should be doing to provide excellent customer service.
Share your thoughts with other customers: Create your own review
Want to see more reviews on this item?
|
Most recent customer reviews |
Listmania!
Look for similar items by category
- Books > Business & Investing > Biography & History > Company Profiles
- Books > Business & Investing > Industries & Professions > Customer Service
- Books > Business & Investing > Industries & Professions > Retailing
- Books > Business & Investing > Popular Economics
- Books > New & Used Textbooks
- Books > Professional & Technical > Business Management > Marketing & Sales > Customer Service
Look for similar items by subject
Feedback
Would you like to update product info or give feedback on images?
|
