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Summary: EXCELLENT INSIGHT INTO CUSTOMER SERVICE BEST PRACTICE
Review: A Seattle-based chain of department stores, Nordstrom is acknowledged as 'best practice' in outstanding customer service and is the subject of countless MBA case studies. This book tells the Nordstrom customer service story. It reveals how Nordstrom created and maintains a culture of customer service and more importantly how to translate the Nordstrom customer service principles to your own business. But the desire to implement these principles must come with a commitment from management to customer service and employee empowerment. Management must respect, encourage, honour and reward the people on the front lines for their creativity and ability to serve the customer. Only than will you be able to emulate Nordstrom. Nordstrom's culture encourages entrepreneurial motivated men and women to make the extra effort to give customer service that is unrivalled in American retailing. At the end of each of the eight chapters is a useful Keys To Success section which summarises the key principles of Nordstrom success discussed in the chapter. Robert Spector is a Seattle based freelance journalist who has covered Nordstrom since 1982 for a variety of publications. Patrick D. McCarthy of Seattle is one of the top- performing salesman in Nordstrom, where he has worked for more than 20 years. For 15 consecutive years, from 1977 through 1991, McCarthy was the number one salesperson among Nordstrom's 35,000 employees. In 1992, 1993 and 1994, he was runner-up. His journey to financial rewards and job satisfaction serves as an inspiration for every frontline employee in virtually any business. Reviewed by Azlan Adnan, Managing Partner of Azlan & Koh Knowledge and Professional Management Group.
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Summary: This is one of the last stores that has a good return policy
Review: Old fashioned notions of what makes for good customer service and a decent return policy are what differentiate Nordstrom from competitors. Wouldn't it be nice if they all adopted the "Nordstrom Way" sometime?
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Summary: The Nordstrom Way Review
Review: Reading the Nordstrom Way has made me highly respect the store itself. It was very refreshing to read a book about a company that places so much emphasis on customer service. After reading the book, I was convinced that Nordstrom truly values their customers above all else, unlike many retail stores today. I thought that the author did a very good job in both retelling the history of Nordstrom and conveying their way of conducting business. Through telling the story of the Nordstrom family, giving examples of good customer service, and sharing personal stories of Nordstrom employees, the author does an excellent job of helping the reader understand what Nordstrom is all about. I would recommend this book to anybody interested in learning about how to run such a successful business as Nordstrom has done and will continue to do for years to come.
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