The Nordstrom Way to Customer Service Excellence: A Handbook for Implementing Great Service in Your Organization

I currently work in Retail so this insightful book is great. The book covers what their managers, supervisors, and employees do to create an amazing customer experience.

we purchased this book for everyone in our office - in hopes that each person would gain one tidbit of information to better serve our customers. it sparked a great conversation and opened up several areas that we could improve on. it helped our staff feel like a part of the decision making process because it wasn't us...the owners.... telling them that there was a need for improvement.plus - i keep hearing the staff discuss the book - so i think it was a great activity for everyone to read.

I loved reading the Nordstrom Way series. I did however, make the mistake of reading the older one first and the newer one had a lot of the same information in it. I work at a store that is a Powerhouse in the world, so I don't necessarily have a lot of control over making changes to the company. I did however, find that there are things in this book I could implement on a store/local level. This book gave me amazing inspiration in the field of Customer service. I recommend it to anyone who is looking to improve themselves in that area.

The Nordstrom Way is sort of like two books in one. The first, a business biography, would merit 4 stars; five if expounded upon. The second, however -- and the real intent of this book -- a customer service "how to," is a bit lacking. The reason: Nordstrom's customer service is so over the top that most businesses in most industries would go bankrupt putting its principles into practice. Nordstrom department stores have thrived by servicing a niche market of customers who are willing to pay a premium for truly outstanding service. But that niche is small, and the principles are just inapplicable to most retailers, let alone other business models.

If you haven't read this book you should. It really is a must for anyone working in a B2C company. It's very easy to read and inspiring. It included exercises to do throughout which are really good. I've read this 3 times now and I know I'll read it again soon.