Robert Spector

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

Robert Spector is a Seattle-based best-selling author, international speaker, and founder of Robert Spector Consulting, which works with companies all over the world on creating their own customized superior customer experience.

He is recognized globally as the ultimate authority on customer experience and The Nordstrom Way.

He is author of the business classic The Nordstrom Way: The Inside Story of America’s Number One Customer Service Company.

Robert takes readers on a deeper exploration into this unique company culture with his all-new book The Nordstrom Way to Customer Service Excellence: The Handbook for Becoming the Nordstrom of Your Industry.

His other books include Amazon.com: Get Big Fast—the definitive story of the e-commerce giant; and The Mom & Pop Store: True Stories From the Heart of America, a memoir of practical lessons learned working in his parent’s butcher shop. It is also a road story of profiles of dozens of small independent retailers all over the U.S., as well as London and Tokyo.

Robert believes that the elements of world-class customer service are the same, whether they come from Nordstrom, Amazon.com or Spector’s Meat Market.

To book customer service speaker Robert Spector call Executive Speakers Bureau at 901-754-9404.

See Below for Full Bio

  • Speaking Topics:

    Customer Service, e-Commerce, Economics, Management, Technology, Vision

  • Travels From:

    Washington

  • Price:

    $15,000 - $20,000

    Notes on Fees

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  • Full Bio
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Robert Spector Talks Customer Service Excellence

Robert Spector is a Seattle-based best-selling author, international speaker, and founder of Robert Spector Consulting, which works with companies all over the world on creating their own customized superior customer experience.

He is recognized globally as the ultimate authority on customer experience and The Nordstrom Way.

He is author of the business classic The Nordstrom Way: The Inside Story of America’s Number One Customer Service Company.

Robert takes readers on a deeper exploration into this unique company culture with his all-new book The Nordstrom Way to Customer Service Excellence: The Handbook for Becoming the Nordstrom of Your Industry.

His other books include Amazon.com: Get Big Fast—the definitive story of the e-commerce giant; and The Mom & Pop Store: True Stories From the Heart of America, a memoir of practical lessons learned working in his parent’s butcher shop. It is also a road story of profiles of dozens of small independent retailers all over the U.S., as well as London and Tokyo.

Robert believes that the elements of world-class customer service are the same, whether they come from Nordstrom, Amazon.com or Spector’s Meat Market.

To book customer service speaker Robert Spector call Executive Speakers Bureau at 901-754-9404.


The Nordstrom Way of Excellent Customer Service Principles
Through vivid storytelling and exam¬ples, Robert takes the audience on a tour of the 10 principles that comprise The Nordstrom Way.

Omni-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 cus¬tomers who spend the most money and shop the most often tend to shop om¬ni-channel. Learn how to create a seam¬less customer service experience.

Building a Culture of Customer Service Excellence 
World-class customer experiences are created from the inside of an organiza¬tion out. Discover a wealth of ideas for creating a great customer service cul¬ture.

Creating Great Customer Experiences 
To create the ultimate customer expe¬rience, 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 transac¬tions, it’s about building lasting relation¬ships.

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 build¬ing an authentic and powerful com¬pany 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.

BAE Systems

“Anyone running a company or working for a company can benefit by learning how and why Nordstrom provides its level of customer service. You do not need to be in the retail business to understand the value of customer service. We are in the business of selling software, and I found your talk, informative, educational, humorous. and inspiring. I highly recommend this talk for any company that has a customer.”

Bank Marketing Association New England Chapter

“You held the rapt attention of our members, and the follow-up conference evaluation provided high marks for you, your topic, and your presentation style. You were such an important part of the conference.”

American Red Cross

“Thank you for your inspiring and motivational presentation on The Nordstrom Way. Our National Donor Marketing Meeting was an overwhelming success due in large part to your willingness to share your experience and expertise with the senior leaders in our organization. The comments we received from meeting participants regarding your presentation were extremely positive. In fact, may of your ideas and suggestions were the focus of the following day’s break-out sessions.”

Edward Jones

“Our firm has a strong corporate culture, and your presentation confirmed how that can be a strategic advantage for us. The Nine Principles resonated with our audience, who are the front-line providers of service at our firm. Your presentation was timely and fit in well with the overall message of our conference.”

Infiniti

“Robert Spector was a featured guest speaker for Infiniti’s 2011 Leadership Summit Tour. His ideas for optimizing the customer experience struck a receptive chord with Infiniti retailers.”
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