Renowned Customer Service Expert and
Best-Selling Author of The Nordstrom Way
Robert Spector is one of America’s leading experts on customer experience and employee experience.
The Nordstrom Way
He is the author of the business 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 selected as the “Top Business Book of 2017.”
Customer Service keynote speaker Robert Spector 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 was recently included in the “100 Best Keynote Speakers” by DataBird Research Journal.
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’s family’s butcher shop.
Robert contributes articles to many publications, including The New York Times and The Wall Street Journal. He is a frequent guest on national and local television, radio, and Internet programs, and is quoted in publications throughout the world.
He is currently working on a new book, The Seattle Effect, which catalogs the customer-focus of Seattle-based icons Nordstrom, Amazon, Starbucks, Costco, Boeing, Microsoft, Recreational Equipment Inc. (REI), and Pearl Jam.
The Last Customer Service Speech You’ll Ever Need to Hear
In this captivating keynote, Robert Spector shares his extensive knowledge and insights on customer service, garnered from working with global retail giants like Nordstrom, Starbucks, Amazon, and Costco. With humor and actionable advice, Robert delivers a thought-provoking speech that challenges traditional notions of customer service and provides strategies for delivering exceptional experiences in the digital age.
5 Steps to Customer Intimacy
In this dynamic keynote, Robert Spector outlines the 5 essential steps to achieving customer intimacy in today's competitive business landscape. Drawing from his vast experience working with global brands and local businesses alike, Robert shares actionable strategies for building deep, meaningful relationships with customers through personalized experiences. From understanding customer needs to creating a culture of service excellence, this keynote provides practical insights and practical steps to foster customer intimacy and drive business success.
Culture, Communication and Collaboration
In this compelling keynote, Robert Spector explores the critical role of culture, communication, and collaboration in building high-performing teams and organizations. Drawing on his extensive experience working with top global brands, Robert shares powerful insights and practical strategies for fostering a positive and inclusive culture, enhancing communication channels, and promoting effective collaboration among team members. From leadership principles to practical communication techniques, this keynote provides valuable guidance for creating a cohesive and collaborative work environment that drives success.
The Seattle Effect: Lessons from Amazon, Starbucks, Nordstrom, Costco & Pearl Jam
Join Robert Spector in this captivating keynote as he shares valuable lessons from iconic Seattle-based brands like Amazon, Starbucks, Nordstrom, Costco, and Pearl Jam. Drawing on his extensive experience and research, Robert delves into the unique business strategies, customer-centric approaches, and cultural influences that have made these brands global leaders. From innovation and customer service to corporate culture and social responsibility, Robert reveals the powerful insights and actionable takeaways that can be applied to any organization seeking to achieve excellence.
The Mom & Pop Store: Wisdom from The Neighborhood
Survival of the Fittest: Innovation and Adaptation in the Age of Amazon
All Robert Spector Books
The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service CulturePurchase Book
The Mom and Pop Store: How the Unsung Heroes of the American Economy are Surviving and ThrivingPurchase Book
Category Killers: The Retail Revolution and Its Impact on Consumer CulturePurchase Book
Anytime, Anywhere: How the Best Bricks- and-Cicks Businesses Deliver Seamless Service to Their CustomersPurchase Book
The Lessons from the Nordstrom Way: How Companies are Emulating the #1 Customer Service CompanyPurchase Book
Amazon.com: Get Big FastPurchase Book
I wanted to personally take a moment to express my gratitude for your excellent presentation. Your inside information on the Nordstrom family, as well as the company, was a great balance to our high-technology focus.
- J. D. Power III | J. D. Power & Associates
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.
- Catherine T. Celestin | Pfizer Pharmaceuticals Group
Your presentation at the 96th Canadian Hardware & Building Materials Show was right on target. It helped our retailers focus and build on their strengths. Your delivery and supporting visuals were excellent. You engaged our retailers with examples from outstanding performers. They could relate to the stories. You have warmth and sincerity that made breakfast at 8 a.m. on a Sunday morning an enjoyable experience.
- Linda Nodello | Canadian Hardware & Building Materials