Copyright © 2017 by Robert Spector and breAnne O. Reeves. All rights reserved
Published by John Wiley & Sons, Inc., Hoboken, New Jersey.
Published simultaneously in Canada
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Library of Congress Cataloging-in-Publication Data:
Names: Spector, Robert, 1947– author. | Reeves, breAnne O., 1980– author.
Title: Nordstrom way to customer experience excellence: creating a values-driven service culture / Robert Spector, breAnne O. Reeves.
Other titles: Nordstrom way to customer service excellence
Description: Third edition. | Hoboken, New Jersey: John Wiley & Sons, Inc., [2017] | Earlier edition published as: The Nordstrom way to customer service excellence: a handbook for implementing great service in your organization. | Includes bibliographical references and index. | Identifiers: LCCN 2017019609 (print) | LCCN 2017033173 (ebook) | ISBN 9781119375371 (pdf) | ISBN 9781119375388 (epub) | ISBN 9781119375357 (pbk.)
Subjects: LCSH: Customer services – United States – Handbooks, manuals, etc. | Nordstrom (Firm) – Management. | Department stores – United States – Management.
Classification: LCC HF5415.5 (ebook) | LCC HF5415.5 .S626785 2017 (print) | DDC 658.8/12 – dc23
LC record available at https://lccn.loc.gov/2017019609
Cover Design: RSi
In loving memory of my parents,
Fred and Florence Spector,
who taught me The Spector Way:
Work hard, be good, do well
Thank you, Clara June Reynolds,
for reminding me every single day,
to stay silly, be nice, put others first,
enjoy life, and most importantly, have fun!
My Nordstrom journey began in 1982, when I became the regular freelance correspondent in Seattle for Women's Wear Daily and the other trade newspapers that then comprised Fairchild Publications.
One of the first companies I wrote about was Nordstrom, which was then a strictly West Coast retail chain, but was beginning to gain a national reputation for its culture of customer service. As a native of New Jersey, whose first job out of college was writing retail advertising for Bamberger's department store (a division of Macy's), I was fascinated by the Nordstrom culture of taking care of the customer. I remain fascinated to this day.
In 1990, I was contacted by Elizabeth Wales, a Seattle literary agent, whose next‐door neighbor was Patrick McCarthy, then Nordstrom's number one salesperson. Elizabeth asked me if I'd be interested in writing the book with Patrick. You know what my answer was. Five years later, John Wiley & Sons published The Nordstrom Way: The Inside Story of America's Number One Customer Service Company
