The Nordstrom Way. The Inside Story of America's Number 1 Customer Service Company
Spector Robert, McCarthy Patrick D
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Cover Type: Softcover
Book Condition: Fine
Jacket Condition: None Issued
Publisher: John Wiley And Sons Inc
Publisher Place: USA
Publisher Year: 1995
Edition: First Edition
Description: 244 pages. Book appears to have hardly been read and is in Fine condition throughout.
Publishers Description: 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 becoming "other-centered" rather than "self-centered, " valuing the nobility of service, finding and bonding with customers, serving and keeping those customers, and giving frontline people the freedom to make decisions.