Table of Contents

Introduction vi
PHASE I: Culture 1


1 Tell the Story: How Nordstrom Became Nordstrom 3


2 Hire With Care: Finding the Right Fit for the Culture 25


3 Nurture the Nordie: Mentor, Support, Praise, Recognize, and
Reward 59


4 Empower Entrepreneurs to Own the Customer Experience 79


5 Compensate According to Results 103


6 Communication and Teamwork: We?re All in the Customer
Service Department 115


7 Citizen Nordstrom: Doing Well, Doing Good 133


PHASE II: Experience 143


8 Create an Inviting Place: Brick-and-Mortar Still Matters
145


9 Touchpoints: Multichannel Customer Service 165


10 The Sale Is Never Over: Establish, Nurture, and Sustain
Long-Term Relationships With Your Customers 181


PHASE III: Applications: How to Become the Nordstrom of Your
Industry 195


Acknowledgments 215


Index 219

About the Author

ROBERT SPECTOR is a bestselling business book author, international speaker, and consultant on Nordstrom's principles of customer service. His clients include companies such as Charles Schwab, Infiniti, Pfizer, Humana, and Wells Fargo. He has written for the New York Times, the Wall Street Journal, and Sports Illustrated. For more information or to contact Robert, visit www.RobertSpector.com. PATRICK McCARTHY was with Nordstrom for more than thirty years and retired as the company's all-time top-performing salesperson.