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THE NORDSTROM WAY to Customer Service Excellence

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The names on an author’s page cannot accurately ref lect the vast number of people who helped make this book possible. As The Nordstrom Way has gone through several versions—including two hardcover editions—more and more people have made vital contributions. For the original book, deep and heartfelt thanks to the following: | THE NORDSTROM WAY to Customer Service Excellence Also by Robert Spector The Nordstrom Way The Inside Story of America s Number One Customer Service Company Lessons from the Nordstrom Way How Companies Are Emulating the 1 Customer Service Company Amazon.com Get Big Fast Inside the Revolutionary Business Model That Changed the World Anytime Anywhere How the Best Bricks-and-Clicks Businesses Deliver Seamless Service to Their Customers Category Killers The Retail Revolution and Its Impact on Consumer .