The Nordstrom Way to Customer Service Excellence: A Handbook For Implementing Great Service in Your Organization

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Wiley, Mar 4, 2005 - Business & Economics - 288 pages
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First published in 1995, "The Nordstrom Way" is a classic guide to great customer service. This new book replaces "The Nordstrom Way" with an even more practical guide to becoming the "Nordstrom" of your industry. Designed for customer service managers and trainers, as well as business owners, it's an invaluable resource for designing your own programs and initiatives. The authors not only explain the principles of the world's best customer service company, they also show you how to implement them in your own organization. "The Nordstrom Way to Customer Service Excellence" will help your business make customers its number one concern, and help make your business number one in your industry.

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About the author (2005)

ROBERT SPECTOR is a bestselling business book author and international speaker on Nordstrom's principles of customer service. He has spoken to companies such as Cadillac, Dell, Wells Fargo, and the Red Cross. He has written for the New York Times, the Wall Street Journal, USA Today, and Women's Wear Daily. To book Robert as a speaker, visit

PATRICK McCARTHY worked at Nordstrom for more than thirty years and was the company's all-time top-performing salesperson.

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