The Nordstrom Way: The Inside Story of America's # 1 Customer Service Company

The Nordstrom Way: The Inside Story of America's # 1 Customer Service Company

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Overview

The Nordstrom Way: The Inside Story of America's # 1 Customer Service Company by Robert Spector, Patrick D. McCarthy

This book is the success story behind the Nordstrom legend written in an accessible, anecdotal style. Describes how American retailing's leading customer service company provides its entrepreneurial sales force with the freedom and tools to create, build, and maintain their own businesses. Includes a succinct history of the company, an explanation of its commission-sales structure and culture, an examination of how store layout contributes to customer service plus sales tips, and techniques from top Nordstrom sales associates.

Product Details

ISBN-13: 9780471191711
Publisher: Wiley, John & Sons, Incorporated
Publication date: 06/28/1997
Pages: 256
Product dimensions: 4.19(w) x 6.81(h) x 0.58(d)

Table of Contents

America's #1 Customer Service Company.
After the Gold Rush: A Store Is Born.
The Next Generation: Perfecting ``The Nordstrom Way''.
The Nordstrom Culture: Setting Employees Free.
``What's Inside'': Creating an Inviting Place.
A Company of Entrepreneurs: The ``Nordies'' Versus the Clock-Punchers.
The Art of Selling: Retailing Is a Contact Sport.
Customer Service the Nordstrom Way: The Future.
Index.

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