Robert, you understood our customer issues and were able to provide a framework by which our team could understand the implications for providing outstanding customer service.
Robert Spector
Author of the Best-Seller, "The Nordstrom Way: The Inside Story of America's #1 Customer Service Company"
Featured Topics
Fee Range
$15,500Travels From
Seattle, WA, US
Robert Spector
Biography
Robert Spector is one of America's leading experts on customer experience and employee experience.
He is the author of the business book classic THE NORDSTROM WAY: The Inside Story of America's Number One Customer Service Company. BusinessWeek says, "For anyone looking to understand customer service at its best, this book bubbles with insights."
The all-new Third Edition is THE NORDSTROM WAY to Customer Experience Excellence: Creating a Values-Driven Service Culture, which Forbes magazine selected as "Top Business Book of 2017".
Robert gives entertaining keynotes to a vast array of companies, organizations, trade associations, conventions, corporate retreats, governmental agencies, non-profits, and special meetings in 27 countries.
He is included in the "100 Best Keynote Speakers" by DataBird Research Journal, as well as "World's Top 30 Customer Service Professionals" by Global Gurus Research.
His other books include AMAZON.COM: Get Big Fast--the definitive story of the company, which has been translated into 18 languages, and THE MOM & POP STORE: True Stories From the Heart of America, a memoir of practical customer service lessons learned working in his immigrant family's butcher shop.
Robert contributes articles to many publications, including The New York Times and The Wall Street Journal. He is a guest on national and local television, radio and podcasts, and is quoted in publications throughout the world.
He is currently working on a new book, THE SEATTLE EFFECT, which explains the customer-focused strategies of Seattle-based icons Nordstrom, Amazon, Starbucks, Costco, Boeing, Microsoft, REI, and Pearl Jam.
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.
Robert Spector
Featured Books
The Nordstrom Way
by Robert Spector
Category Killers
by Robert Spector
Anytime Anywhere
by Robert Spector
The Mom and Pop Store
by Robert Spector
