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.”
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 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 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.
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.
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.
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.
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.
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