Legendary Service Excellence

The Nordstrom Way shows the direct link between empowering your employees and creating a long-term relationship with your customers. More businesses should follow Nordstrom's example.-Howard Schultz, Chairman, Starbucks CoffeeVirtually every company wants to be the Nordstrom of their industry.

Make every day a WOW day for your customers, your staff-and your bottom line! "In your hands is a manifesto on how Zappos completely blew away the standard of delivering a consumer-centric experience and a revolutionary company culture.

Between the challenges of escalating competition, well-informed clients, and dismal customer service, today's marketplace is becoming more and more crowded. The result is that your clients have more influence and choices than ever before. If you or y

'One of those rare books on management that is both consistently thought-provoking and fun to read.' Wall Street Journal 'A landmark book, without question the most important and useful book on what makes organisations effective, ever written' Warren Buffet 'Required reading.' International Management Magazine

"If you truly believe 'excellence' is what Tom Peters is all about, then you will buy this book, read it, learn from it and go away confirmed in your belief. Tom's 163 tips are validated through experience again and again." --Stephen R.

BACK COVER]Create magic moments that get you noticed, remembered and referred Providing excellent customer service is the surest way to greater success for your organisation and a more successful career for you. And it's not half as difficult or time consuming to achieve as you might think!Neither does it have to cost a fortune.

Janelle Barlow is president and owner of TMI US. Her clients include Hewlett-Packard, Chevron, Exxon, Genentech, Avon Cosmetics, Kaiser Permanente Hospitals, and many others. She also sits on the board of the National Speaker's Association

The beauty of marketing is that it happens when we are looking but not noticing. Before you know it, we are using Yahoo! as a search engine, even though serious researchers will tell you that Alta Vista and Dogpile are better.

Once every few years a book comes along with an insight so penetrating, so powerful - and so simply, demonstrably true -that it instantly changes the way we think and do business. Such a book is Broken Windows, Broken Business, a breakthrough in management theory that can alter the destiny of countless companies striving to stay ahead of their competition.