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 authors not only explain the principles of the world’s best customer service company, they also show you how to implement them in your own organization. The Nordstrom Way to Customer Service Excellence will help your business make customers its number one concern, and help make your business number one in your industry.

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

Business & Money

ROBERT SPECTOR

Industries

wiley

The Nordstrom Way: The Inside Story of America's #1 Customer Service Company

Patrick D. McCarthy

Processes & Infrastructure

John Wiley&Sons

Amazon.Com : Get Big Fast - Inside the Revolutionary Business Model That Changed the World

Random House Business

Amazon.Com.Way: The Story of Amazon.Com and the Growth of Online Retailing

HarperBusiness

Banking without boundaries: A history of Security Pacific Bank Washington

History

Americas

Documentary Book Publishers

On Course: Chevron's Century at Sea

Documentary Book Publishers Corporation

Here is a literary toast to Bert Grant, father of America's microbrew industry, and his evangelical passion for the art and science of brewing fine crafted ales. It's all about Grant's fragrant, gas-fired, copper-kettle world, and what has come from it.

The Ale Master: How I Pioneered America's Craft Brewing Industry, Opened the First Brewpub, Bucked Trends, and Enjoyed Every Minute of It

Biographies & Memoirs

Bert Grant

Professionals & Academics

Graphic Arts Center Publishing

Shared Values: A History of Kimberly-Clark

Greenwich Pub. Group

Explores the rise of retail's reigning disrupor: retailers who seek to dominate a distinct classification of merchandise and wipe out the competition. Based on decades of research and investigative reporting. Recounts how some retailers have profoundly altered cultural and economic factors.

Category Killers: The Retail Revolution and Its Impact on Consumer Culture

Harvard Business Review Press

The Pizza Hut Story

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Books by ROBERT SPECTOR