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The Nordstrom way : the inside story of America's # 1 customer service company / Robert Spector, Patrick D. McCarthy
Bib ID 663163
Format BookBook
Author
Spector, Robert, 1947-
 
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Resources
Description New York : Wiley, c1995 
ix, 244 p. : ill. ; 22 cm. 
ISBN 0471584967
Summary

Coauthored by top Nordstrom salesman Patrick McCarthy and based on veteran journalist Robert Spector's exclusive, in-depth interviews with the Nordstrom family, senior executives, directors, and salespeople, The Nordstrom Way offers the first inside, uncensored book about this much admired - and much feared -retail powerhouse. Working at Nordstrom is not for everyone. The authors describe a hotly competitive "Darwinian" culture where 35,000 employees are given freedom to either think and act like entrepreneurs or pass into extinction. In the course of their analysis, the authors isolate practical lessons that readers can apply to both their professional and personal lives, including becoming "other-centered" rather than "self-centered," valuing the nobility of service, finding and bonding with customers, serving and keeping those customers, and giving frontline people the freedom to make decisions.

Full contents
  • Machine derived contents note: 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.
 
Notes

Includes index.

Subjects Nordstrom (Firm)  |  Customer services -- United States.  |  Department stores -- United States.
Other authors/contributors McCarthy, Patrick D

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