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The Nordstrom Way to Customer Experience Excellence, 2nd Edition
Book

The Nordstrom Way to Customer Experience Excellence, 2nd Edition

The Inside Story of America's #1 Customer Service Company.

Robert Spector and Breanne O. Reeves
Wiley, 2017

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Editorial Rating

7

Qualities

  • Overview
  • Concrete Examples
  • Insider's Take

Recommendation

The name Nordstrom is synonymous with excellent customer service. Robert Spector and Breanne O. Reeves highlight what the Nordstrom department store chain does differently from its competitors to maintain its trademark reputation. This inside look is fascinating reading for anyone interested in the retail industry. You will learn Nordstrom’s history from its humble beginnings at the turn of the 20th century, as the Wallin & Nordstrom shoe store, to its current status as a retail powerhouse. Frontline employees will be able to use Nordstrom’s techniques, no matter where they work. In fact, people in every industry can draw from the customer-service practices described here. Anecdotal evidence of the success of these practices makes this book easy to read and enjoyable, but don’t expect to hear a discouraging word. Anyone in customer service or retail – and any Nordstrom shopper – will relish this portrait of what good service is and how to make money with it. 

Take-Aways

  • Nordstrom gives employees the freedom to make decisions, and management is willing to live with those decisions.
  • To succeed at Nordstrom, employees must be able to thrive in an entrepreneurial sales environment.
  • Great customer service was the main sales message at the first Nordstrom store and remains the company’s priority today.

About the Authors

Robert Spector is a speaker, educator and consultant. He is also the author of Amazon.com: Get Big Fast and The Mom & Pop Store, and he wrote about Nordstrom for Women’s Wear Daily and other Fairchild Fashion Group publications. He and customer experience expert Breanne O. Reeves co-founded the RSI Consultancy.

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