Robert Spector Livres

Earlier edition published as: The Nordstrom way to customer service excellence: a handbook for implementing great service in your organization.

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.

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.

The book explores Nordstrom's remarkable journey from a small shoe store to a thriving retail giant since its inception in 1901. It delves into the company's innovative strategies, commitment to customer service, and adaptability to market changes. Through detailed anecdotes and insights, the narrative reveals the core values and business practices that have enabled Nordstrom to maintain its competitive edge and foster customer loyalty over the decades.