The Nordstrom Way to Customer Experience Excellence"The stories in this book will convince you that your organization has the potential to become the Nordstrom of your industry." HOWARD BEHAR, Retired President, Starbucks Coffee North America & Starbucks Coffee International THE NORDSTROM WAY "Culture and values drive Nordstrom's legendary customer experience. Spector and Reeves show how Nordstrom does itand how your organization can do it, too." SHEP HYKEN, customer service expert and New York Times