Robert has written 18 books. He is different than many of today’s business book authors. He is a writer and a journalist.

He is best know for The Nordstrom Way. He has also written a great book on Amazon.

Here is his bibliography:

Category Killers: The Retail Revolution and Its Impact on Consumer Culture

The Nordstrom Way: The Inside Story of America’s Number One Customer Service Company

Lessons From The Nordstrom Way: How Companies are Emulating the Number One Customer Service Company

The Nordstrom Way to Customer Service Excellence: A Handbook for Implementing Great Service in Your Organization (new from Wiley in February 2005)

Amazon.com: Get Big Fast: Inside the Revolutionary Business Model That Changed The World

Anytime, Anywhere: How the Best Bricks-and-Clicks Businesses are Delivering Seamless Service to Their Customers

Corporate Histories

The Space Needle: Symbol of Seattle

The Legend of Eddie Bauer

Shared Values: A History of Kimberly Clark

Family Trees: Simpson’s Centennial Story

On Course: Chevron’s Century at Sea

More Than a Store: Frederick & Nelson 1890 tp 1990

Banking Without Boundaries: A History of Security Pacific Bank of Washington

The Legend of Frango Chocolate

Seattle Fur Exchange: 100 Years

The Ale Master: The Story of Bert Grant (pioneer of America’s craft brewing industry)

Editor:

John Sarich’s Food and Wine of the Pacific Northwest