The Nordstrom way to customer experience excellence: creating a values-driven service culture

Considered one of the leading experts on customer and employee experience, he is the author of the bestseller "THE NORDSTROM WAY: The Inside Story of .. Read more America's Number One Customer Service Company," selected by Forbes as the "Top Business Book of 2017." His books also include "Amazon.Com: Get Big Fast - Inside the Revolutionary Business Model That Changed the World" (2000) and "The mom & pop store: True Stories From the Heart of America" (2009), as well as the upcoming new book "The Seattle Effect.