The Nordstrom way : the inside story of America's # 1 customer service company / Robert Spector, Patrick D. McCarthy
- Bib ID:
- 663163
- Format:
- Book
- Author:
- Spector, Robert, 1947-
- Related Online Resources:
-
- Table of Contents
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- Publisher description
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- Contributor biographical information
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- Table of Contents
- 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.
- Subject:
- Other authors/contributors:
- McCarthy, Patrick D
- Copyright:
-
In Copyright
You may copy under some circumstances, for example you may copy a portion for research or study. Order a copy through Copies Direct to the extent allowed under fair dealing. Contact us for further information about copying.
Copyright status was determined using the following information:
- Material type:
- Literary Dramatic Musical
- Published status:
- Published
- Publication date:
- 1995
Copyright status may not be correct if data in the record is incomplete or inaccurate. Other access conditions may also apply. For more information please see: Copyright in library collections.
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