Robert Spector
Author of the Best-Seller, "The Nordstrom Way: The Inside Story of America's #1 Customer Service Company"
Featured Topics
Fee Range
$15,500
Robert Spector
Featured Keynote Programs
The Ultimate Customer Experience Keynote Program
Robert Spector’s dynamic and engaging keynote program explains (in story form) the principles! of the world-class customer service cultures he has written about in his books, including Amazon.com, Starbucks, and Nordstrom. This program sets the stage for creating, encouraging,! and sustaining a superior customer service experience. We will customize our program(s) to the! needs and goals of your organization. We are flexible with the length of presentations and the! curriculum.
Additional Services
In addition to our customized keynote programs, we also offer interactive break-out sessions,! customer service workshop sessions, and in-depth organization-wide consulting.
Creating Great Customer Experiences
To create the ultimate customer experience, you must view your business through the eyes of your customer. Would you want to be a customer of your organization? Learn how to deliver a consistently inviting, helpful and easy experience across all touchpoints. It’s more than generating quality transactions, it’s about building lasting relationships.
The Nordstrom Way Principles of Customer Service Excellence
Through vivid storytelling and examples, Robert takes the audience on a tour of the 10 principles that comprise The Nordstrom Way.
Multi-Channel Touchpoints
Today’s customers want companies to know them – their preferences, their purchases, their history, and their credit card numbers—across all channels. They want the same brand experience whether in store, online or on the phone. The customers who spend the most money and shop the most often tend to shop multi-channel. Learn how to create a seamless customer service experience.
Creating and Telling Your Company Story
Developing a compelling narrative about who you are, how you started, what you stand for, and your purpose and vision, is the foundation for building an authentic and powerful company culture and brand. Learn how to tell your story to your employees, and infuse your culture with that story. Then discover how that story can be reflected outward to your customers in meaningful ways.
Building a Culture of Customer Service Excellence
World-class customer experiences are created from the inside of an organization out. Discover a wealth of ideas for creating a great customer service culture.