The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture
"Top Ten Business Books For 2017" - Forbes
The fully revised and updated edition of the classic book about Nordstrom's extraordinary customer service
In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom...more
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This book contains many tidbits of a successful “customer first mentality” including stories and examples. While it begins to get repetitive and drag towards the later sections, this is a great read for anyone who interfaces with customers or manages sellers as part of their profession.
This should be read by every business student, entrepreneur, or executive leadership (or any level). The values and culture instilled by this organization should be the precedent for anyone looking for success, especially in a customer service aspect.