Robert Spector
The Nordstrom Way: The Inside Story of America’s #1 Customer Service Company
 When
all the companies in an industry have the same merchandise and essentially
the same price, they’ve got to find another way to differentiate themselves
from the competition. Customer service is really the only way to do that.
Learn how and why Nordstrom:
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Has a 50,000-employee culture that is 100% committed to serving the
customer
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Empowers its entrepreneurial employees to take customer service to new
heights
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Gives front line people the freedom to make decisions - and then supports
those decisions
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Values the nobility of customer service and encourages employees to
become other-centered rather than self-centered
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Finds employees who buy into the Nordstrom system
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Transforms this culture as it expands throughout the US
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Is a model of employee empowerment that can be emulated by any company
in any business
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