Robert Spector | Author of the Best-Seller, "The Nordstrom Way: The Inside Story of America's #1 Customer Service Company"

Robert Spector

Author of the Best-Seller, "The Nordstrom Way: The Inside Story of America's #1 Customer Service Company"

Fee Range
$15,500
Travels 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.

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.

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.

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.

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 Wayby Robert Spector

The Nordstrom Way

by Robert Spector
Category Killersby Robert Spector

Category Killers

by Robert Spector
Anytime Anywhereby Robert Spector

Anytime Anywhere

by Robert Spector
The Mom and Pop Storeby Robert Spector

The Mom and Pop Store

by Robert Spector
Amazon.com: Get Big Fastby Robert Spector

Amazon.com: Get Big Fast

by Robert Spector

Robert Spector
Featured Reviews

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Robert Spector

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