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

"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