The Nordstrom Way
by Robert Spector and Patrick D. McCarthy
How Nordstrom built its service reputation: decentralized authority, the one-rule handbook, commissions and culture. Admiring and informative.
Read it if…
you want to understand service empowerment at a famous retailer.
See the book →
Skip it if…
you want a critical view.
Try instead: Exceptional Service, Exceptional Profit →
Three things you will actually use
- Empower the frontline.
- Use good judgment in all situations.
- Culture, not manuals.
Do this first
Identify one decision frontline staff must escalate and give them the authority.
Our verdict
Service empowerment.
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Compare with other Entrepreneurship books
Exceptional Service, Exceptional Profit
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Hospitality-grade practices.
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