In Amazon.com Jeff Bezos built something the world had never seen. He created the most recognized brand name on the Internet and became one of the richest men in the world. He was recently named Time magazine's Person of the Year and was crowned "the king of cybercommerce."
Yet for all the success and all the media exposure, the inside story of Amazon.com has never really been told. In this revealing, unauthorized account of Amazon's astounding rise, Robert Spector, journalist and bestselling author, gives us the fastpaced, behind-the-scenes true story of the company's creation, its tumultuous present, and its uncertain future.
By talking to friends, confidants, early employees, rivals, publishing executives, stock analysts, and venture capitalists, Spector goes beyond the "official story"-the glib, polished, media-savvy statements that Bezos feeds to the press-and presents in unprecedented detail the real facts of the company's beginnings, innovations, business practices, and strategies, and its vision of the future. Further, he explains what the Amazon story means for conventional business, e-commerce, and ultimately the consumer.
Bezos's first employers tell how the experience he gained at their firms prepared him for creating Amazon.com. Early investors reveal the details of Bezos's initial pitch for money. Former company insiders divulge how painstakingly Amazon.com's internal systems were put together.
And the story becomes more compelling all the time as Amazon finds itself under attack by the formerly Internetchallenged behemoth retailers, by online startups trying to eat Bezos's lunch, and by impatient investors waiting for the company to turn a profit. (Amazon lost an incredible $720 million in 1999.)
Amazon.com's emergence as an e-commerce powerhouse has set off tremors around the world, jolting the "bricks and mortar" retailing giants, and forever changing the way everyone does business. But has Jeff Bezos finally run out of time? Will his great achievement be remembered as a footnote to the opening era of the Internet age? Or will this wily, overachieving self-described nerd triumph once again and surprise fans and foes alike?

amazon.com - Get Big Fast : Inside the Revolutionary Business Model That Changed the World

Business & Money

Spector, Robert

Biography & History

Harper Business

In Amazon.com Jeff Bezos built something the world had never seen. He created the most recognized brand name on the Internet, became for a time one of the richest men in the world, and was crowned "the king of cyber-commerce."
Yet for all the media exposure, the inside story of Amazon.com has never really been told. In this revealing, unauthorized account, Robert Spector, journalist and best-selling author, gives us this up-to-date, fast-paced, behind-the-scenes story of the company's creation and rise, its tumultuous present, and its uncertain future.

Amazon.com: Get Big Fast

Praise for The Nordstrom Way "Outstanding customer service and Nordstrom's are synonymous. The innovative approach has allowed them to find out what the customers want and then do it. Their standards of service are what we all shoot for." - David D. Glass President and Chief Executive Officer Wal-Mart Stores, Inc. "Nordstrom is a national model for outstanding customer service. American business should use this book as a primer to learn how to make and keep happy, satisfied customers." - J. Willard Marriott, Jr. Chairman and President Marriott International, Inc. "When you run a family business that includes your customers as extended family, you're unbeatable. This book outlines an American family saga that has become the admiration of the world." - Leonard A. Lauder President and Chief Executive Officer Estée Lauder Companies "Nordstrom's business is built on one-to-one communication with the customer. Their professional salespeople bridge the gap between the designer and the consumer. The Nordstrom Way is what the '90s are all about!" - Donna Karan Designer and Chief Executive Officer Donna Karan Company

Spector Nordstrom Way

John Wiley&Sons

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

Praise for The Nordstrom Way . . . "Outstanding customer service and Nordstrom's are synonymous. The innovative approach has allowed them to find out what the customers want and then do it. Their standards of service are what we all shoot for."—David D. Glass, President and Chief Executive Officer, Wal-Mart Stores, Inc. "Nordstrom is a national model for outstanding customer service. American business should use this book as a primer to learn how to make and keep happy, satisfied customers."—Willard Marriott, Jr., Chairman and President, Marriott International, Inc. "When you run a family business that includes your customers as extended family, you're unbeatable. This book outlines an American family saga that has become the admiration of the world."—Leonard A. Lauder, President and Chief Executive Officer, Estée Lauder Companies. "Nordstrom's business is built on one-to-one communication with the customer. Their professional salespeople bridge the gap between the designer and the consumer. The Nordstrom Way is what the '90s are all about!"—Donna Karan, Designer and Chief Executive Officer, Donna Karan Company.

McCarthy, Patrick D.

Industries

wiley

"The Nordstroms 'wrote the book' on customer service. Now we have a chance to read, chapter by chapter, how through four generations this family has established one of the finest retail institutions in the world."-Peter Strom, Former Vice Chairman Polo/Ralph Lauren According to David Glass, President and CEO of Wal-Mart, Nordstrom's customer service standards are "what we all shoot for." In his 60 Minutes profile on Nordstrom, Morley Safer raved that the much-acclaimed "Nordstrom Way" was "not service like it used to be, but service like it never was." What makes Nordstrom so special? What, exactly, does this retail giant do that so clearly distinguishes it from the competition? How does the Nordstrom customer service culture work? And, most important, what lessons can industry learn from Nordstrom's example? This updated Second Edition reveals the secrets behind the phenomenal success of this American customer-service legend. Written by veteran journalist Robert Spector and top Nordstrom salesman Patrick McCarthy, and based on exclusive, in-depth interviews with the Nordstrom family, senior executives, directors, and salespeople, this captivating book tells you how this much admired-and much feared-powerhouse retains its customer-service supremacy in the competitive world of bricks-and-mortar retail. In The Nordstrom Way, the authors isolate practical lessons that teach how to better respond to customers' needs so they'll keep coming back to you, including: * Valuing the nobility of good service * Finding and bonding with customers * Serving and keeping those customers * Giving frontline people the freedom to make decisions Packed with examples of excellent customer service, The Nordstrom Way offers a fresh behind-the-scenes look that provides lessons on how to find and focus on customer needs, follow-up, and customer satisfaction. Praise for The NORDSTROM Way "For anyone looking to understand customer service at its best, this book bubbles with insights."-Business Week "Nobody does it better than Nordstrom. And this is the first thorough, close-up look at its service secrets. A real winner."-Tom Peters, President, The Tom Peters Group "Outstanding customer service and Nordstrom are synonymous. Their innovative approach has allowed them to find out what the customers want and then do it. Their standards of service are what we all shoot for."-David D. Glass, President and CEO, Wal-Mart Stores, Inc. "Nordstrom is a national model for outstanding customer service. American business should use this book as a primer to learn how to make and keep happy, satisfied customers."- J. Willard Marriott Jr. Chairman and President, Marriott International, Inc. "When you run a family business that includes your customers as extended family, you're unbeatable. This book outlines an American family saga that has become the admiration of the world."-Leonard A. Lauder Chairman and CEO, Estée Lauder Companies "Nordstrom's business is built on one-to-one communication with the customer. Their professional salespeople bridge the gap between the designer and the consumer."-Donna Karan, Chairman and Chief Designer, Donna Karan International, Inc. "Nordstrom is legendary for the way they take care of the people who walk through their doors. Spector and McCarthy have made The Nordstrom Way available for everyone to turn their ducks into eagles."-Ken Blanchard, Coauthor, The One Minute Manager

The Nordstrom Way: The Inside Story of America's # 1 Customer Service Company (NORDDSTROM WAY)

John Wiley&Sons, Inc.

This book focuses on the customer service principles espoused by the Nordstrom department store chain, a legend in retailing and customer service. It shows how the Nordstrom customer service culture can work in any company or industry -- computer repair centers, bicycle shops, medical clinics, credit unions, and more. The book features case studies from many companies that have successfully adopted and adapted the lessons from The Nordstrom Way, the author's successful book about the founding of Nordstrom and the beliefs the Nordstrom family imparts to its employees. Helps other companies apply Nordstrom's principles to their own customer service practices Provides lessons on how to find and focus on customer needs, follow-up, and ensure customer satisfaction

Lessons from the Nordstrom Way: How Companies are Emulating the #1 Customer Service Company

Management & Leadership

Advance praise for The Nordstrom Way 
"Nobody does it better than Nordstrom. And this is the first thorough, close-up look at its service secrets. A real winner."— Tom Peters President The Tom Peters Group "Outstanding customer service and Nordstrom's are synonymous. The innovative approach has allowed them to find out what the customers want and then do it. Their standards of service are what we all shoot for."— David D. Glass President and Chief Executive Officer Wal-Mart Stores, Inc. "Nordstrom is a national model for outstanding customer service. American business should use this book as a primer to learn how to make and keep happy, satisfied customers."— J. Willard Marriott, Jr. Chairman and President Marriott International, Inc. "When you run a family business that includes your customers as extended family, you're unbeatable. This book outlines an American family saga that has become the admiration of the world."— Leonard A. Lauder President and Chief Executive Officer Estée Lauder Companies "Nordstrom's business is built on one-to-one communication with the customer. Their professional salespeople bridge the gap between the designer and the consumer. The Nordstrom Way is what the '90s are all about!"— Donna Karan Designer and Chief Executive Officer Donna Karan Company "The Nordstroms 'wrote the book' on customer service. Now we have a chance to read, chapter by chapter, how through four generations, this family has established one of the finest retail institutions in the world."— Peter Strom, Vice Chairman Polo/Ralph Lauren When it comes to customer service, Nordstrom's standards are "what we all shoot for," declares David Glass, President and CEO of Wal-Mart. "The Nordstrom Way," marveled correspondent Morley Safer in a "60 Minutes" profile, is "not service like it used to be, but service like it never was." What makes Nordstrom so special? What, exactly, does this retail giant do that so clearly distinguishes it from the competition? How does the Nordstrom customer service culture work? And, most importantly, what lessons can industry learn from Nordstrom's example? The Nordstrom Way answers these questions and more. Coauthored by top Nordstrom salesman Patrick McCarthy and based on veteran journalist Robert Spector's exclusive, in-depth interviews with the Nordstrom family, senior executives, directors, and salespeople, The Nordstrom Way offers the first inside, uncensored book about this much admired— and much feared— retail powerhouse. Working at Nordstrom is not for everyone. The authors describe a hotly competitive "Darwinian" culture where 35,000 employees are given freedom to either think and act like entrepreneurs or pass into extinction. In the course of their analysis, the authors isolate practical lessons that readers can apply to both their professional and personal lives, including: <ul>
<li>Becoming "other-centered" rather than "self-centered"</li> <li>Valuing the nobility of service</li> <li>Finding and bonding with customers</li> <li>Serving and keeping those customers</li> <li>Giving frontline people the freedom to make decisions</li> </ul>
The Nordstrom Way is a vivid, richly anecdotal chronicle of an American business success story.

Economics

No two ways about it: great service is great service and lousy service is lousy service. Many companies who jumped onto the on-line bandwagon became enamored with the technology itself and forgot that the customer is still king. In Anytime, Anywhere best-selling author Robert Spector showcases the pioneering efforts of companies that never stopped focusing on the customer, and that are now gobbling up market share by combining the best of both physical and virtual worlds. From Wells Fargo to Powell's Books to Enron, companies in virtually every industry are discovering that "seamless service"-integrating all elements of the customer experience with consistent messages and execution-offers a competitive edge that technology alone can never achieve. Packed with in-depth stories from the front lines and practical advice (on everything from making your Web site easy to navigate to offering value-added services like newsletters and cross-channel promotions), Anytime, Anywhere shows how any business can excel by becoming a service powerhouse.

Anytime, Anywhere

Processes & Infrastructure

Basic Books

In Anytime, Anywhere, Robert Spector showcases the pioneering efforts of a dozen companies who are now increasing market share by combining the best of both physical and virtual worlds. From Wells Fargo to Powell's Books to the San Francisco Giants, companies in every industry are discovering that "seamless service"-integrating all elements of the customer experience with consistent messages and execution-offers a competitive edge that technology alone can never achieve.Packed with practical advice and colorful, in-depth stories from the front lines, Anytime, Anywhere shows any business how to meet, and exceed, the expectations of customers through all points of contact.

Anytime, Anywhere: How the Best Bricks-and-Clicks Businesses Deliver Seamless Service To Their Customers

Business Development & Entrepreneurship

A celebration of the history of small, independent retail and the story of how mom &amp; pop stores across the country still thrive on attentive customer service and renewed community support for local businesses. Business journalist Robert Spector grew up working in his family's butcher shop in Perth Amboy, New Jersey, where he learned invaluable lessons about the independent retail business-and about life. Mom &amp; pop stores have always brought people together, fostering a sense of neighborhood identity and camaraderie, and are the glue that connects people in big cities and small towns alike. 
Long fascinated by the "direct connection" people feel as merchants and customers when they do business in neighborhood shops, and responding to the growing "buy local" movement across the country, Spector sets out to discover the state, and the state of mind, of independent retailing in America. From a specialty soda pop shop in Los Angeles to a florist shop in Dayton, Ohio, from a bakery in Chicago to a bookstore in Bellingham, Washington, mom &amp; pop store owners shared their stories with him, revealing the spirit and tenacity of the small business owner, dealing with frustration and defeat as well as triumph and success. Spector also interweaves the history of independent retailing. The Mom &amp; Pop Store reflects the story of this country, for it embraces and cross-references every ethnic group and virtually every element of our society.

The Mom & Pop Store: How the Unsung Heroes of the American Economy Are Surviving and Thriving

History

Walker Books

See the best price to sell, buy, or rent books by Spector, Robert. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

Books by Spector, Robert

See the best price to sell, buy, or rent books by Spector, Robert. BookScouter helps to compare book prices from 25+ online bookstores and 30+ buyback vendors with a single search.

amazon.com - Get Big Fast : Inside the Revolutionary Business Model That Changed the World

Amazon.com: Get Big Fast

Spector Nordstrom Way

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

The Nordstrom Way: The Inside Story of America's # 1 Customer Service Company (NORDDSTROM WAY)

Lessons from the Nordstrom Way: How Companies are Emulating the #1 Customer Service Company

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

Anytime, Anywhere

Anytime, Anywhere: How the Best Bricks-and-Clicks Businesses Deliver Seamless Service To Their Customers

The Mom & Pop Store: How the Unsung Heroes of the American Economy Are Surviving and Thriving