Robert Spector
- Author of the Best-Seller, "The Nordstrom Way: The Inside Story of America's #1 Customer Service Company"
Travels From
Washington
Robert Spector Speaker Biography
Robert Spector is an international keynote speaker, thought leader, and author of the business classic THE NORDSTROM WAY: The Inside Story of America’s Number One Customer Service Company. BusinessWeek magazine said, “For anyone looking to understand customer service at its best, this book bubbles with insights.”
He completely revised and rewrote the original book in 2005, 2012 and 2017.
Robert’s most recent book is THE CENTURY-OLD STARTUP: The Nordstrom Way of Embracing Change, Challenges and Customer Service, which examines how Nordstrom has survived and thrived since its founding in 1901. Forbes selected THE CENTURY-OLD STARTUP as one of the Top 10 Business Books of 2024.
His other books include: AMAZON.COM: GET BIG FAST—the definitive story of the origins of Amazon, which has been translated into 18 languages; THE MOM & POP STORE: True Stories From the Heart of America, a memoir of practical lessons learned working in his family’s butcher shop in Perth Amboy, as well as stories of independent retailers from all over the U.S., as well as Tokyo and London; ANYTIME ANYWHERE: How the Best Bricks-and-Clicks Businesses Deliver Seamless Service to Their Customers, the groundbreaking book on omnichannel customer service
Spector has delivered keynote speeches and training sessions in 26 countries, several of them more than once.
He has contributed articles to many publications, including The New York Times, The Wall Street Journal, Sports Illustrated, Women’s Wear Daily, Details, and National Lampoon. He has been a guest expert on national podcasts, television and radio programs, and is quoted in publications throughout the world.
A graduate of Franklin & Marshall College in Lancaster, Pennsylvania, Spector has taught a course called “Retail Reinvention: Everything Old is New Again,” at Western Washington University in Bellingham, Washington, drawing on the work he’s done on Seattle-based icons Nordstrom, Amazon, Starbucks, Costco, and Pearl Jam.
The Nordstrom Way of Excellent Customer Service Principles
Through vivid storytelling and examples, 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 customers who spend the most money and shop the most often tend to shop omni-channel. Learn how to create a seamless customer service experience.
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.
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.
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.
