The Nordstrom Way: The Inside Story of America's Number 1 Customer Service Company - Tapa blanda

This book is the success story behind the Nordstrom legend written in an accessible, anecdotal style. Describes how American retailing's leading customer service company provides its entrepreneurial sales force with the freedom and tools to create, build, and maintain their own businesses. Includes a succinct history of the company, an explanation of its commission-sales structure and culture, an examination of how store layout contributes to customer service plus sales tips, and techniques from top Nordstrom sales associates.

ROBERT SPECTOR is a Seattle-based freelance writer who has covered Nordstrom since 1982 for "Women's Wear Daily" and other publications of the Fairchild Fashion Group.PATRICK D. McCARTHY, of Seattle, has been with Nordstrom for more than 20 years. He is one of the top-performing salespeople in the company.