Oktober 04, 2016
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PDF Ebook The Nordstrom Way: The Inside Story of America's #1 Customer Service Company, by Robert Spector Patrick D McCarthy
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The Nordstrom Way: The Inside Story of America's #1 Customer Service Company, by Robert Spector Patrick D McCarthy
PDF Ebook The Nordstrom Way: The Inside Story of America's #1 Customer Service Company, by Robert Spector Patrick D McCarthy
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From the Back Cover
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 Estée 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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About the Author
ROBERT SPECTOR is a Seattle-based freelance writer who has covered Nordstrom since 1982 for Women's Wear Daily and other publications of the Fairchild Fashion Group. PATRICK D. McCARTHY, of Seattle, has been with Nordstrom for more than 20 years. He is one of the top-performing salespeople in the company.
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Product details
Paperback: 256 pages
Publisher: Wiley; 2 edition (October 9, 1996)
Language: English
ISBN-10: 0471161608
ISBN-13: 978-0471161608
Product Dimensions:
5.4 x 0.6 x 8.4 inches
Shipping Weight: 11.2 ounces (View shipping rates and policies)
Average Customer Review:
4.1 out of 5 stars
21 customer reviews
Amazon Best Sellers Rank:
#962,457 in Books (See Top 100 in Books)
This book concentrates primarily on the customer service aspect of the Nordstrom Store. It emphasized that this is not a store for everyone, but for a select few with the right customer service attitude and willingness to work hard, that success would be theirs. Along the way it tells how the founders of the company got their start and follows the development of Seattle and its connection to the gold rush of the 1900's and the gateway to trade with the Orient as an economic supplier of jobs and business growth. The policy of inventory carried in depth led to great customer satisfaction by always being in stock on in demand items. The family of young brothers and their personal interest in customer service and close relationships with employees contributed greatly to the success of the company. Employees were encouraged to act in the best interest of their customers with the promise that management would support their actions, at least once. From a historical point, it is an interesting chronology of a very successful regional department stores. It all began with shoes and has progressed from their into a store with great customer loyalty and employee dedication to serving the customer well. A GOOD COMBINATION FOR SUCCESS.
This is a good book and tells a neat story. As I read it I got the feeling that it was written shortly after the companies big fight with the union (Nordstrom won). So, the last section of the book is all about that and Nordstrom's view. At that point the book comes across as propaganda and not so much about "the Nordstom way" Still, up to that point it was good.And when I took the Duck tour in Seattle (its a local tour thing) I was able to answer the question the tour guide gave, "Who was one of the only people to make money from the Alaska gold rush?" of course, Nordstrom.
Old wisdom for the modern world
This is an older book and could use a refresh.
just wrote a book report on it, not a big fan of the stuff inside the book but its in good condition
GREAT BUY
nice book
A Seattle-based chain of department stores, Nordstrom is acknowledged as `best practice' in outstanding customer service and is the subject of countless MBA case studies. This book tells the Nordstrom customer service story. It reveals how Nordstrom created and maintains a culture of customer service and more importantly how to translate the Nordstrom customer service principles to your own business.But the desire to implement these principles must come with a commitment from management to customer service and employee empowerment. Management must respect, encourage, honour and reward the people on the front lines for their creativity and ability to serve the customer. Only than will you be able to emulate Nordstrom. Nordstrom's culture encourages entrepreneurial motivated men and women to make the extra effort to give customer service that is unrivalled in American retailing.At the end of each of the eight chapters is a useful Keys To Success section which summarises the key principles of Nordstrom success discussed in the chapter.Robert Spector is a Seattle based freelance journalist who has covered Nordstrom since 1982 for a variety of publications. Patrick D. McCarthy of Seattle is one of the top- performing salesman in Nordstrom, where he has worked for more than 20 years. For 15 consecutive years, from 1977 through 1991, McCarthy was the number one salesperson among Nordstrom's 35,000 employees. In 1992, 1993 and 1994, he was runner-up. His journey to financial rewards and job satisfaction serves as an inspiration for every frontline employee in virtually any business.Reviewed by Azlan Adnan, Managing Partner of Azlan & Koh Knowledge and Professional Management Group.
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