This book describes how Nordstrom developed its legendary reputation for excellent customer service. Nordstrom was founded in 1900 as a small Seattle shoe store, it became a full department store in 1963 and now has 79 stores across the US with 35000 employees and annual revenue of 4 billion dollars. The company maintains its old-fashioned values: Their No. 1 goal is to provide outstanding customer service. The second edition updates the information provided in the original book and offer fresh examples great service
Table of Contents:
- America's No. 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" verus the "Clock-Punchers"
- The Art of Selling: Retailing is a Contact Sport
- Customer Service the Nordstrom Way: The Future
- Index