The Nordstrom Way to Customer Service Excellence: A Handbook for Implementing Great Service in Your Organization
Enlarge cover
Rate this book
Clear rating

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

3.63 of 5 stars 3.63  ·  rating details  ·  179 ratings  ·  16 reviews
First published in 1995, "The Nordstrom Way" is a classic guide to great customer service. This new book replaces "The Nordstrom Way" with an even more practical guide to becoming the "Nordstrom" of your industry. Designed for customer service managers and trainers, as well as business owners, it's an invaluable resource for designing your own programs and initiatives. The...more
Paperback, 270 pages
Published March 8th 2005 by John Wiley & Sons (first published 1995)
more details... edit details

Friend Reviews

To see what your friends thought of this book, please sign up.

Reader Q&A

To ask other readers questions about The Nordstrom Way to Customer Service Excellence, please sign up.

Be the first to ask a question about The Nordstrom Way to Customer Service Excellence

This book is not yet featured on Listopia. Add this book to your favorite list »

Community Reviews

(showing 1-30 of 422)
filter  |  sort: default (?)  |  rating details
Teacherman
I suppose I could be biased - I share my name with the store - but I read this while I was in sales management and greatly enjoyed the book. Nordstrom developed a reputation for superior customer service in the most simple, straight-forward way possible: delivering it consistently. This didn't happen by chance, or automatically. It takes courage to empower front-line employees to "make it right." They have done that and it has paid off. If you're in management or sales, or customer service, give...more
Patrick
I picked this up because, if you're a guy living on the West Coast, sooner or later your lady friends are going to mention Nordstrom. Growing up back east, I had never heard of this clothing and shoe retailer, but most ladies out here love them.

If even half the stories in the first five chapters of this book are true, then it's easy to see why. As a former manager, I think everybody working today needs to take on the attitude that, no matter what specifically you may do for a living, you are in...more
Oleg Kagan
Though the advice in The Nordstrom Way is good and the anecdotes fit the bill, the book blew the same note one too many times. Though it was broken down into ten chapters, by about the middle it all began to run together -- yes, Nordstrom has great customer service, yes, the salespeople will sometimes go out of their way to help you. Other companies would be well-served to emulate these qualities. Frankly, the job is made quite a bit easier when, like Nordstrom, a company sells luxury goods. Lik...more
Jesse Peterson
I read this book because I work in retail for a young adults' clothing store and I constantly try to improve my customer service. I very much liked this book and found it very helpful, however, the first couple of chapters about Nordstrom's beginnings I found uninteresting. There are several typos and grammatical errors which can be distracting, and the book repeats itself a few times. However, I found the customer service tips and true stories to be very helpful, even for my work where I am pai...more
Karen
I recognized some similarities between the Nordstrom Way and my employer's way, and was heartened that such a big company as Nordstrom is able to succeed at giving individual employees a lot control over how they do their jobs. The later chapters of this book, which discussed the future of retailing as it looked around 1995, were really interesting as far as seeing what did and didn't come to pass.
Julie
This is a great book for anyone who needs to improve customer service skills. Actual stories of how Nordstrom employees practice the ultimate in customer service are used to illustrate.
Bill Donhiser
A Great book on Customer service and the history of Nordstroms. A little dated now but the concepts are sound and it is well worth the time spent reading
Julie
This book outlines the ultimate in customer service skills by using actual examples of service practiced by employees at Nordstrom.
Jim Serger
Outstanding book on what it means to deliver customer service-- both from the owner and the employee perspective. Grab it and learn.
Meredith
Written in the mid 90s, this book is a bit out of date. I'd be interested in an updated version with a focus on ecommerce.
Amanda Carmichael
this was a great book about nordstrom...good reading before an interview.
Tamera
Good book for anyone in retail sales.
Personal customer service is Key.
Teresa
Enjoyed reading about what Nordstrom was built on. Customer service.
Michael
excellent for anyone in customer service
Dana
Great book on customer service!
Karen
Getting ready for DML staff day!
Mita
Mita marked it as to-read
Aug 26, 2014
Rebecca
Rebecca marked it as to-read
Aug 26, 2014
Chris Ross
Chris Ross marked it as to-read
Aug 26, 2014
Tricia Rosetty
Tricia Rosetty marked it as to-read
Aug 25, 2014
Vijay
Vijay marked it as to-read
Aug 12, 2014
Patti
Patti is currently reading it
Aug 06, 2014
Kathleen
Kathleen marked it as to-read
Aug 06, 2014
Pratap
Pratap marked it as to-read
Aug 01, 2014
Eliot
Eliot marked it as to-read
Jul 30, 2014
Avish Rana
Avish Rana marked it as to-read
Jul 27, 2014
Diddier
Diddier marked it as to-read
Jul 27, 2014
Elizabeth Vance
Elizabeth Vance marked it as to-read
Jul 25, 2014
Alex
Alex marked it as to-read
Jul 24, 2014
« previous 1 3 4 5 6 7 8 9 14 15 next »
There are no discussion topics on this book yet. Be the first to start one »
  • Be Our Guest: Perfecting the art of customer service
  • The Wisdom of Teams: Creating the High-Performance Organization
  • Fish! Tales: Real-Life Stories to Help You Transform Your Workplace and Your Life
  • The Macintosh Way
  • The Orange Revolution: How One Great Team Can Transform an Entire Organization
  • The Lean Six SIGMA Pocket Toolbook: A Quick Reference Guide to 70 Tools for Improving Quality and Speed: A Quick Reference Guide to 70 Tools for Improving Quality and Speed
  • It's Not About the Coffee: Leadership Principles from a Life at Starbucks
  • The Other Side of Innovation: Solving the Execution Challenge
  • Hug Your Customers: The Proven Way to Personalize Sales and Achieve Astounding Results
  • 1001 Ways to Reward Employees
  • The Little Big Things: 163 Ways to Pursue EXCELLENCE
  • Endless Referrals: Network Your Everyday Contacts into Sales
  • Millionaire Women Next Door: The Many Journeys of Successful American Businesswomen
  • Nuts!
  • The Disney Way: Harnessing the Management Secrets of Disney in Your Company
  • The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary
  • Co-Opetition
  • The Carrot Principle: How the Best Managers Use Recognition to Engage Their People, Retain Talent, and Accelerate Performance
The Nordstrom Way to Customer Service Excellence: A Handbook for Implementing Great Service in Your Organization The Nordstrom Way: The Insider Story of America's #1 Customer Service Company (Norddstrom Way)

Share This Book

“That was a tremendous learning experience,” said McCarthy. “Never judge a book by its cover; open it up. If you treat a kid who is buying a $19.95 belt the same as a businessman buying a $1,995 Oxford suit, you will be successful. That kid might become a customer for life.” 0 likes
“Our people don’t have one look, one background, one culture,” says Erik. “The common thread is they are themselves. They are genuine.” 0 likes
More quotes…