"Top Ten Business Books For 2017" - Forbes The fully revised and updated edition of the classic book about Nordstrom's extraordinary customer service In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service. These essential values have enabled Nordstrom to survive and adapt to dramatic market shifts regularly since 1901, and the new edition explains how the Nordstrom approach can be emulated by any organization—in any industry—in every corner of the world. This is not a book about selling shoes or clothes or cosmetics or jewelry. It is a book about how underlying values such as respect, trust, compensation and, even fun, are the building blocks of a culture where employees are empowered to consistently deliver a world-class experience to customers. Nordstrom believes that the employee experience determines the customer experience, and that when you attract and reward people who are comfortable in a service-oriented culture, then everyone succeeds—both individually and collectively. No wonder Nordstrom is one of only five companies to make Fortune's "Best Companies to Work For" and "Most Admired" lists every year since those surveys have been taken. With new interviews from senior Nordstrom executives and family members, the book explains how to successfully respond to today's tech-savvy, time-crunched customers who demand a convenient, seamless, painless, personal experience across all channels. Nordstrom gives its frontline people all the digital tools necessary to satisfy the customer—and your organization must do the same, if it wants to adapt. The authors show what it takes to earn brand loyalty, lead through change and uncertainty, and combine extraordinary brick-and-mortar with online experiences. 'The single most important reason we try to provide great service is this: It enables us to sell more,' says co-president Blake Nordstrom, great-grandson of the founder. 'The best way for our company to achieve results is to do what's best for the customer.' In this book, readers will find: Suggestions for becoming the Nordstrom of your industry The ten values that define a customer-driven culture Lessons for providing superior service and experience across all channels

An in-depth look at how Nordstrom has become a retailing legend, with 79 stores across the United States, an annual revenue of $4 billion, and a host of satisfied customers. Spector explores the creation of Nordstrom culture, organization and mystique.

This book focuses on the customer service principles espoused by the Nordstrom department store chain, a legend in retailing and customer service. It shows how the Nordstrom customer service culture can work in any company or industry -- computer repair centers, bicycle shops, medical clinics, credit unions, and more. The book features case studies from many companies that have successfully adopted and adapted the lessons from The Nordstrom Way, the author's successful book about the founding of Nordstrom and the beliefs the Nordstrom family imparts to its employees. Helps other companies apply Nordstrom's principles to their own customer service practices Provides lessons on how to find and focus on customer needs, follow-up, and ensure customer satisfaction

In Amazon.com Jeff Bezos built something the world had never seen. He created the most recognized brand name on the Internet, became for a time one of the richest men in the world, and was crowned "the king of cyber-commerce." Yet for all the media exposure, the inside story of Amazon.com has never really been told. In this revealing, unauthorized account, Robert Spector, journalist and best-selling author, gives us this up-to-date, fast-paced, behind-the-scenes story of the company's creation and rise, its tumultuous present, and its uncertain future.

"A deeply insightful book that connects the dots of the hidden systems that have subverted democracy and caused the type of desperation and anger that result in a 9/11. A book that opens our awareness."--John Perkins, author of The New York Times bestseller Confessions Of An Economic Hit Man "Anyone interested in global economic crime should read this book."--Charmian Gooch, a founding director of Global Witness "Global Outlaws is a revealing book about a global trend whose importance is still far from being fully recognized."--Moises Naim, Editor in Chief of Foreign Policy Magazine and author of Illicit: How Smugglers Traffickers and Copycats are Hijacking the Global Economy "Carolyn Nordstrom's important new book takes us on a dark journey through war-torn landscapes riddled with corruption, violence, and gross inequalities. It is a compelling study--one guided by the norms of scholarly research but also written out of deeply felt experience. A book infused by anger, compassion, but also hope."--Andrew Mack, University of British Columbia "This is a fascinating, insightful, and important ethnographic study of the intersection of crime, finance, and power in the illegal, 'informal', or underground economy. I have read all of Carolyn Nordstrom's books, and this is the best one yet."--Jeff Sluka, Massey University "Carolyn Nordstrom's Global Outlaws is a rare and remarkable fusion of economic anthropology and travel writing. The prose is highly engaging without being sensationalistic. This is a timely and fascinating read for anyone looking for an on-the-ground account of the clandestine underside of globalization."--Peter Andreas, co-author of Policing the Globe: Criminalization and Crime Control in International Relations "Carolyn Nordstrom is the best fieldworker in anthropology, bar none. Yet again she has pioneered new fieldsites and new forms of ethnography in this book, as well as presented a new framework for viewing economics and economic power. This is undoubtedly a highly important work that sets new frontiers for anthropology."--Monique Skidmore, Australian National University

She trusted her immense intuition and generous heart--and published the most. Ursula Nordstrom, director of Harper's Department of Books for Boys and Girls from 1940 to 1973, was arguably the single most creative force for innovation in children's book publishing in the United States during the twentieth century. Considered an editor of maverick temperament and taste, her unorthodox vision helped create such classics as Goodnight Moon, Charlotte's Web, Where the Wild Things Are, Harold and the Purple Crayon, and The Giving Tree. Leonard S. Marcus has culled an exceptional collection of letters from the HarperCollins archives. The letters included here are representative of the brilliant correspondence that was instrumental in the creation of some of the most beloved books in the world today. Full of wit and humor, they are immensely entertaining, thought-provoking, and moving in their revelation of the devotion and high-voltage intellect of an incomparably gifted editor, mentor, and publishing visionary.Ursula Nordstrom, director of Harper’s Department of Books for Boys and Girls from 1940 to 1973, was arguably the single most creative force for innovation in children’s book publishing in the United States during the twentieth century. Considered an editor of maverick temperament and taste, her unorthodox vision helped create such classics as Goodnight Moon, Charlotte’s Web, Where the Wild Things Are, Harold and the Purple Crayon, and The Giving Tree. Leonard S. Marcus has culled an exceptional collection of letters from the HarperCollins archives. The letters included here are representative of the brilliant correspondence that was instrumental in the creation of some of the most beloved books in the world today. Full of wit and humor, they are immensely entertaining, thought-provoking, and moving in their revelation of the devotion and high-voltage intellect of an incomparably gifted editor, mentor, and publishing visionary.

In today’s competitive business climate, you can’t just satisfy your customers. You have to be better than that, giving them experiences that they won’t forget. Author Shep Hyken has spent thirty years studying great companies and the evangelists they create. In The Cult of the Customer, Hyken shows how to design a strategy that leads both customers and employees through five distinct cultural phases – from "uncertainty" to "amazement." By presenting dozens of case studies that show how great companies made this journey, Hyken identifies the critical internal and external changes that allowed them to build a Cult of the Customer – and shows how you can do it too. Hyken’s message is both powerful and timely: the happier your customers and employees are, the more successful your company will be. The Cult of the Customer is your guide to creating a customer-focused culture that turns satisfied customers into customer evangelists.

Lush images and loving, child friendly poetry will ease your little one to sleep.