A century of customer love: Nordstrom is the gold standard for customer service excellence--and, amazingly, word of mouth is its primary marketing tool.

CRM Magazine, June, 2005 by DeFelice, Alexandra

NOT MANY American businesses can boast that they are members of the 100-year-old club. To make it requires vision, discipline, and an ability to navigate turbulent times and meet ever-changing market demands. Members of the club have survived two world wars, the Great Depression, JFK's assassination, the Cold War, terrorist attacks on U.S. soil, and William Hung's assault on contemporary music. Yet despite adversity, luxe retailer Nordstrom has managed to survive with particular elegance and style.

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Robert Spector, coauthor of The Nordstrom Way, has picked ...