If you don't focus on serving the customer right in front of you - you're overhauled by your compeditors. Nordstrom knows how to do customer service right. In facts they besides worldclass in this lifegiving exercise. No apparal retailer has such a high retention rate like Nordstrom.
I hope every serious retailer will read the book.
About the book - from an online bookstore:
First published in 1995, The Nordstrom Way is a classic guide to great customer service. This new book replaces The Nordstrom Way with an even more practical guide to becoming the Nordstrom of your industry.
Designed for customer service managers and trainers, as well as business owners, its an invaluable resource for designing your own programs and initiatives. The authors not only explain the principles of the worlds best customer service company, they also show you how to implement them in your own organization.The Nordstrom Way to Customer Service Excellence will help your business make customers its number one concern, and help make your business number one in your industry.