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Robert Spector

Patrick D McCarthy

Spector Nordstrom Way Paperback – October 23, 1996

by Robert Spector (Author)

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Praise for The Nordstrom Way

"Outstanding customer service and Nordstrom's are synonymous. The innovative approach has allowed them to find out what the customers want and then do it. Their standards of service are what we all shoot for." - David D. Glass President and Chief Executive Officer Wal-Mart Stores, Inc.

"Nordstrom is a national model for outstanding customer service. American business should use this book as a primer to learn how to make and keep happy, satisfied customers." - J. Willard Marriott, Jr. Chairman and President Marriott International, Inc.

"When you run a family business that includes your customers as extended family, you're unbeatable. This book outlines an American family saga that has become the admiration of the world." - Leonard A. Lauder President and Chief Executive Officer Estée Lauder Companies

"Nordstrom's business is built on one-to-one communication with the customer. Their professional salespeople bridge the gap between the designer and the consumer. The Nordstrom Way is what the '90s are all about!" - Donna Karan Designer and Chief Executive Officer Donna Karan Company

Print length

260 pages
Language

English
Publisher

John Wiley &Sons
Publication date

October 23, 1996
Dimensions

5.5 x 0.59 x 9.38 inches
ISBN-10

0471161608
ISBN-13

978-0471161608
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From the Back Cover

Praise for The Nordstrom Way

"Outstanding customer service and Nordstrom's are synonymous. The innovative approach has allowed them to find out what the customers want and then do it. Their standards of service are what we all shoot for." - David D. Glass President and Chief Executive Officer Wal-Mart Stores, Inc.

"Nordstrom is a national model for outstanding customer service. American business should use this book as a primer to learn how to make and keep happy, satisfied customers." - J. Willard Marriott, Jr. Chairman and President Marriott International, Inc.

"When you run a family business that includes your customers as extended family, you're unbeatable. This book outlines an American family saga that has become the admiration of the world." - Leonard A. Lauder President and Chief Executive Officer Estée Lauder Companies

"Nordstrom's business is built on one-to-one communication with the customer. Their professional salespeople bridge the gap between the designer and the consumer. The Nordstrom Way is what the '90s are all about!" - Donna Karan Designer and Chief Executive Officer Donna Karan Company

About the Author

ROBERT SPECTOR is a Seattle-based freelance writer who has covered Nordstrom since 1982 for Women's Wear Daily and other publications of the Fairchild Fashion Group. PATRICK D. McCARTHY, of Seattle, has been with Nordstrom for more than 20 years. He is one of the top-performing salespeople in the company.

Product details

Publisher ‏ : ‎ John Wiley &Sons; 2nd edition (October 23, 1996)
Language ‏ : ‎ English
Paperback ‏ : ‎ 260 pages
ISBN-10 ‏ : ‎ 0471161608
ISBN-13 ‏ : ‎ 978-0471161608
Item Weight ‏ : ‎ 12.9 ounces
Dimensions ‏ : ‎ 5.5 x 0.59 x 9.38 inches

Best Sellers Rank: #1,635,278 in Books (See Top 100 in Books)
- #216 in Distribution & Warehouse Management (Books)
- #849 in Retailing Industry (Books)
- #1,634 in Customer Relations (Books)

Customer Reviews:
47 ratings

About the authors

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Robert Spector
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Robert Spector is recognized worldwide as the ultimate authority on The Nordstrom Way to Customer Service Excellence. His best-selling business classic The Nordstrom Way: The Inside Story of America's #1 Customer Service Company is the first and only up-close and personal look at how this company became the national standard of customer service. BusinessWeek said it "bubbles with customer service insights."
In March 2012, a completely new edition of the book The Nordstrom Way to Customer Service Excellence: How to Become the Nordstrom of Your Industry was released. Please watch Robert's author video to learn more about what's new - for YOU - in the new edition.
Robert has been involved in customer service since the age of 13, when he first went to work in his mother and father's butcher shop in the farmers' market in Perth Amboy, New Jersey. Working alongside his parents, he learned firsthand what it takes to take care of customers--and to keep them loyal. Those lessons inspired his latest book, The Mom & Pop Store, which features interviews with successful independent retailers from all over the world. Robert believes that the elements of world-class customer service are the same, whether they come from Spector's Meat Market, Nordstrom, or Amazon.com, the subject of his international bestseller Amazon.com: Get Big Fast.
Robert has been published in The New York Times, The Wall Street Journal, and USA Today, among others. When he is not speaking, training and consulting internationally about customer service, he lives in Seattle.
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Patrick D McCarthy
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Discover more of the author’s books, see similar authors, read author blogs and more
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Customer reviews

5 star		66%
4 star		12%
3 star		13%
2 star		5%
1 star		4%

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Top reviews from the United States

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richard e whitelockTop Contributor: Children's Books

THE RIGHT STUFF WITH THE RIGHT PEOPLE

Reviewed in the United States on February 3, 2015

Verified Purchase

This book concentrates primarily on the customer service aspect of the Nordstrom Store. It emphasized that this is not a store for everyone, but for a select few with the right customer service attitude and willingness to work hard, that success would be theirs. Along the way it tells how the founders of the company got their start and follows the development of Seattle and its connection to the gold rush of the 1900's and the gateway to trade with the Orient as an economic supplier of jobs and business growth. The policy of inventory carried in depth led to great customer satisfaction by always being in stock on in demand items. The family of young brothers and their personal interest in customer service and close relationships with employees contributed greatly to the success of the company. Employees were encouraged to act in the best interest of their customers with the promise that management would support their actions, at least once. From a historical point, it is an interesting chronology of a very successful regional department stores. It all began with shoes and has progressed from their into a store with great customer loyalty and employee dedication to serving the customer well. A GOOD COMBINATION FOR SUCCESS.

Helpful

G. S. YI

The way the sales people should have in the field

Reviewed in the United States on March 10, 2020

Verified Purchase

You can obtain really what the customer needs and how to care them in the actual selling.
It will give you a kind of clue to follow up the customer in the real meaning. It was a wonderful chance to get to know . It could be a guide line for the people in the market front.

Reviewed in the United States on March 6, 2014

Verified Purchase

This is a good book and tells a neat story. As I read it I got the feeling that it was written shortly after the companies big fight with the union (Nordstrom won). So, the last section of the book is all about that and Nordstrom's view. At that point the book comes across as propaganda and not so much about "the Nordstom way" Still, up to that point it was good.

And when I took the Duck tour in Seattle (its a local tour thing) I was able to answer the question the tour guide gave, "Who was one of the only people to make money from the Alaska gold rush?" of course, Nordstrom.

2 people found this helpful

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Mark Miller

Good book to inspire business thinking

Reviewed in the United States on June 25, 2019

Verified Purchase

This is a great book, slightly outdated in its business references but entirely relevant in its approach to customer service (the Nordstrom approach). I'd suggest reading this if you're just getting into the business world or if you're looking to be re-inspired to change your approach.

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Amazon Customer

A solid read to remind us that service is everything

Reviewed in the United States on June 7, 2018

Verified Purchase

Old wisdom for the modern world

One person found this helpful

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Jason Flamm

Great Inspiration

Reviewed in the United States on January 13, 2011

Verified Purchase

This and the other Nordstrom book are amazing inspiration in the field of Customer Service. You don't need to read both of them, since they have a lot of the same info in them, but they should be read by anyone who wants to improve their Customer Service whether in their own business or as a manager looking to increase sales and CS.

One person found this helpful

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Hallyn

okay

Reviewed in the United States on November 18, 2016

Verified Purchase

just wrote a book report on it, not a big fan of the stuff inside the book but its in good condition

Reviewed in the United States on March 10, 2018

Verified Purchase

This is an older book and could use a refresh.

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Top reviews from other countries

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Ann34

Der Mitarbeiter an der Basis als Entrepreneur

Reviewed in Germany on June 28, 2011

Verified Purchase

Ein spannendes Buch nicht nur für alle, die im Bereich Marketing, Kunden-Service und Verkauf tätig sind, sondern ebenso für alle, die sich für erfolgreiche Konzepte von Unternehmen interessieren. Ich finde inhaltlich interessant, wie straffe U.S. amerikanische Unternehmensführung kombiniert wird mit Verantwortungs-Delegierung an die Unternehmensbasis. Der direkt mit dem Kunden in Kontakt Stehende hat größte Entscheidungsfreiheiten. Das scheint ein Widerspruch zu sein, ist es aber bei Nordstrom wohl nicht. Der Mitarbeiter an der Basis als Entrepreneur. Sehr lesenswertes Buch, das viele Ideen bezüglich Kundengespräch, Kunden-Service und auch zu Themen wie Unternehmens-Aufbau oder Unternehmens-Struktur geben kann.

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junichi

[ネタバレ]陰と陽　成長企業が直面する普遍性

Reviewed in Japan on March 26, 2015

Verified Purchase

中盤までノードストロームの接客による顧客への感動逸話が社内に在籍（しまたはしていた）人の
コメントによって記述されている構成。
ノードストロームの顧客セグメンテーションがアッパーミドル以上であり非常に限定された顧客に
提供する存在として高単価高利益商品を高付加価値で売るビジネスモデル。
そいの前提では非常に優れた企業だと感じるが模倣困難性とその市場が景気変動、市場規模など
からうまみが少ない（少なそう）に感覚的にだが感じる。
後半は成長するに従いコミッション性と他社にはない権限委譲が正社員の労働時間とのトレードオフ、
成果主義による脱落者の怨嗟もあるだろう、ウォルマートなどと同様に労働闘争が激しくあったこと、
そのネガティブキャンペーンと複雑なユニオンとの関係が描かれている。
参考にはなるが、労働者保護と企業利益とのバランスの難しさを個人的には強く感じた。
古い本だが接客接遇にかかわるものであれば小売業でなくと読んでおいたほうがいいだろう。

One person found this helpful

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nyoshida99

「働くことの意義」を考える

Reviewed in Japan on July 2, 2004

Verified Purchase

一百貨店としての枠を超えたサービスを行っている。
「顧客第一主義」の典型だ。
理想論で考えれば当たり前のことだが、他では真似できない。
ノードストロームは、トップが支えてくれている。
「やりたいことをやりたい」。
そんな時代になってきた今、古くて新しい発想と言える。

2 people found this helpful

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