Lessons from the Nordstrom Way: How Companies Are Emulating the #1 Customer Service Company

by Robert Spector and Sheldon Ed. Spector

This book focuses on the customer service principles espoused by the Nordstrom department store chain, a legend in retailing and customer service. It shows how the Nordstrom customer service culture... This description may be from another edition of this product.

• Format: Hardcover
• Language: English
• ISBN: 0471355941
• ISBN13: 9780471355946
• Release Date: January 2000
• Publisher: Wiley
• Length: 240 Pages
• Weight: 0.90 lbs.
• Dimensions: 0.8" x 5.8" x 8.8"

Customer Reviews

A must-read for customer service professionals

If you provide customer service (and who doesn't?) you must read this book (and the others about Nordstrom's service philosophy). "Nordies" is famed for its can-do customer service philosophy (basically, a combination of "the customer is always right" and "just do it") and this book tells how other companies have taken those precepts and created their own customer service culture. You can do it too--and must if you are to survive.

Nordstrom continues to amaze me

To the person who said they should have written about other businesses as well, I ask "have you been in Nordstrom's lately?" I never get service anywhere else like I do here. This book illustrates many fine examples of that but shopping at Nordstrom illustrates even more. They altered my clothes for free, helped me carry my packages to my car, had 1 item that were out of stock on shipped to me and even found 3 pairs of shoes for my friend who has 2 different size feet. They took back a blouse my friend bought over a year ago because it shrunk when she washed it. I don't know any other store that goes out of their way as much as Nordstom (and I've been in quite a few stores). My aunt was sick once and called them to say she couldn't pick up her alterations and the salesperson dropped it off at her house that night! I even got a thank you note from my salesperson, even though I only spent $40. People can learn alot from the Nordstrom way.