The Nordstrom Way to Customer Service Excellence: A Handbook For Implementing Great Service in Your Organization

I loved reading the Nordstrom Way series. I did however, make the mistake of reading the older one first and the newer one had a lot of the same information in it. I work at a store that is a Powerhouse in the world, so I don't necessarily have a lot of control over making changes to the company. I did however, find that there are things in this book I could implement on a store/local level. This book gave me amazing inspiration in the field of Customer service. I recommend it to anyone who is looking to improve themselves in that area.

Wonderful book! Exactly what I was looking for! Great company to do business with! Very pleased! Will do business with them again in the future!

If you have a business, you should have this book. Period.

we purchased this book for everyone in our office - in hopes that each person would gain one tidbit of information to better serve our customers. it sparked a great conversation and opened up several areas that we could improve on. it helped our staff feel like a part of the decision making process because it wasn't us...the owners.... telling them that there was a need for improvement.plus - i keep hearing the staff discuss the book - so i think it was a great activity for everyone to read.

Every business or organization that claims to have (or value) good customer service should implement a customer service class based on the 'Nordstrom Way'.I became a customer after visiting their Seattle store and became converted. Truly wonderful, personal, personable customer service.Other stores and businesses could benefit as well: cell phone service providers, 'home' hardware stores, 'copy' shops, etc.In the past few years, it seems that the crush of a crowded market place has produced a culture of mental malaise in these organizations.Here's an example of a real conversation that I had at a mall sports (athletic shoe store):When I walked up, the salesperson had her cell phone in hand and only looked up at me at the end of our 'conversation'."Do you have these shoes in a 10.5?""I don't think so...(distractedly)...I'm not sure.""Could you check?" "I'll buy them if you have them in my size.""I'm pretty sure we're out of 'em.""Could you check?""We're out of them.""Maybe I should ask a manager to check?""Hold up...(checking a text message)...I'll check."After five minutes, she returned with the shoes, in my size-which I purchased.I haven't been back since.Insist on good service! You're paying for it!

Nordstrom is considered a visionary company by James C. Collins and Jerry I. Porras (in Built to Last). This book explains what Nordstrom does in order to achieve such a rank.The book is full of stories on what the company does to foster customer service, what managers do and what sales representatives do. The stories are called "heroics" and you will find lots of them throughout the book.The Nordstrom culture is very similar to Disney's, so no wonder both are considered visionary by the authors of Built to Last.Nice reading and inspirational. Go for it!

I was very excited to read this book after enjoying Spector's book on Amazon.com. The author did not disapoint and I enjoyed this book much more than his last!The best part of the book are the examples used. In addition to Nordstrom, he has also incorporated examples from another large company, and a few small and midsize companies as well. No matter what industry you are in, or the size of your firm...you will get value out of this book.It's a fast read and would be great to share with co-workers and/or employee's.

The Nordstrom Way is sort of like two books in one. The first, a business biography, would merit 4 stars; five if expounded upon. The second, however -- and the real intent of this book -- a customer service "how to," is a bit lacking. The reason: Nordstrom's customer service is so over the top that most businesses in most industries would go bankrupt putting its principles into practice. Nordstrom department stores have thrived by servicing a niche market of customers who are willing to pay a premium for truly outstanding service. But that niche is small, and the principles are just inapplicable to most retailers, let alone other business models.

I currently work in Retail so this insightful book is great. The book covers what their managers, supervisors, and employees do to create an amazing customer experience.

If you haven't read this book you should. It really is a must for anyone working in a B2C company. It's very easy to read and inspiring. It included exercises to do throughout which are really good. I've read this 3 times now and I know I'll read it again soon.

Very interesting concept which has been replicated by John Timpson of shoe repair fame. A bit repetitive.

Fantastic description and fast shipping

Just as excellent as John Timpson advised.