Book Summary of The Nordstrom Way to Customer Service Excellence

Virtually every company wants to be the Nordstrom of their industry. Nordstrom is one of only five companies to make Fortune's "best companies to work for" and "most admired" every year the surveys have been taken. Despite its position in the hard-hit luxury retail sector, Nordstrom, with 193 stores in 28 states, never experienced a quarterly loss during the recent economic downturn. Of the U.S. companies with a market value exceeding $2 billion, Nordstrom is one of only that has a 30 percent compound annual growth in earnings for the past five years. How have they done it?

The Nordstrom Way to Customer Service, Second Edition explains what every business can learn from the world's most famous customer-service-driven company.