Fans of the concept “learning by example” might want to take a look at the recently released second edition of “The Nordstrom Way – The Inside Story of America’s #1 Customer Service Company” (John Wiley & Sons Inc., New York).
The new tome updates changes at the Seattle-based company since the first edition was published in 1995. Notably, co-authors Robert Spector, a Seattle-based business author, and Patrick McCarthy, a Nordstrom salesperson, have added a new chapter detailing the increasingly competitive retail environment and the company’s forays into e-commerce.
Also covered is the historical evolution of the company’s one-to-one philosophy, as well as key facets of its internal strategy, including decentralized product buying, the design of the stores’ interior and exterior, and a commission structure for salespeople.
The company has, of course, long been known for its personalized service. In fact, a Seattle literary agent had the idea for the book after reading an article about the attention McCarthy – her neighbor – paid to customer detail. She mused – only have jokingly – that one day McCarthy was likely to hand-deliver her husband’s new pants.
Network
