Retail is a dog-eat-dog world - and nobody has cannibalized market share more ruthlessly or influenced consumers, communities and competition around the world more profoundly than category killers like Wal-Mart, Toys R Us, and Costco. This book explores how they did it, and what other companies can glean from their strategies.
Nordstrom was founded in 1900 as a small Seattle shoe store; it became a full department store in 1963. The company still maintains its old fashioned values. Here, the authors not only explain the principles of the world's best customer service company, they also show you how to implement them in your own organization.