The Nordstrom Way

Ein spannendes Buch nicht nur für alle, die im Bereich Marketing, Kunden-Service und Verkauf tätig sind, sondern ebenso für alle, die sich für erfolgreiche Konzepte von Unternehmen interessieren. Ich finde inhaltlich interessant, wie straffe U.S. amerikanische Unternehmensführung kombiniert wird mit Verantwortungs-Delegierung an die Unternehmensbasis. Der direkt mit dem Kunden in Kontakt Stehende hat größte Entscheidungsfreiheiten. Das scheint ein Widerspruch zu sein, ist es aber bei Nordstrom wohl nicht. Der Mitarbeiter an der Basis als Entrepreneur. Sehr lesenswertes Buch, das viele Ideen bezüglich Kundengespräch, Kunden-Service und auch zu Themen wie Unternehmens-Aufbau oder Unternehmens-Struktur geben kann.

This book concentrates primarily on the customer service aspect of the Nordstrom Store. It emphasized that this is not a store for everyone, but for a select few with the right customer service attitude and willingness to work hard, that success would be theirs. Along the way it tells how the founders of the company got their start and follows the development of Seattle and its connection to the gold rush of the 1900's and the gateway to trade with the Orient as an economic supplier of jobs and business growth. The policy of inventory carried in depth led to great customer satisfaction by always being in stock on in demand items. The family of young brothers and their personal interest in customer service and close relationships with employees contributed greatly to the success of the company. Employees were encouraged to act in the best interest of their customers with the promise that management would support their actions, at least once. From a historical point, it is an interesting chronology of a very successful regional department stores. It all began with shoes and has progressed from their into a store with great customer loyalty and employee dedication to serving the customer well. A GOOD COMBINATION FOR SUCCESS.

This is a good book and tells a neat story. As I read it I got the feeling that it was written shortly after the companies big fight with the union (Nordstrom won). So, the last section of the book is all about that and Nordstrom's view. At that point the book comes across as propaganda and not so much about "the Nordstom way" Still, up to that point it was good.And when I took the Duck tour in Seattle (its a local tour thing) I was able to answer the question the tour guide gave, "Who was one of the only people to make money from the Alaska gold rush?" of course, Nordstrom.

You can obtain really what the customer needs and how to care them in the actual selling.It will give you a kind of clue to follow up the customer in the real meaning. It was a wonderful chance to get to know . It could be a guide line for the people in the market front.

This is a great book, slightly outdated in its business references but entirely relevant in its approach to customer service (the Nordstrom approach). I'd suggest reading this if you're just getting into the business world or if you're looking to be re-inspired to change your approach.