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

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

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Praise for Lessons from the Nordstrom Way

"Lessons from the Nordstrom Way is a blueprint for providing superior customer service. There are lessons here for people in every industry." –Barry Sternlicht, Chairman and CEO, Starwood Hotels & Resorts Worldwide, Inc.

"Robert Spector’s book is chock-full of insights on how you can give great customer service–no matter what business you’re in. This stuff makes sense. You’ll read it and immediately ask yourself,‘now why did I never think of that?’"–Roy H. Williams, bestselling author of The Wizard of Ads

"At Continental, we learned that you must trust your people to do a good job. Robert Spector shows that entrusting and empowering your employees are essential ingredients for a corporate culture of great customer service."–Gordon Bethune, Chairman and CEO, Continental Airlines