Best-Selling Author of The Nordstrom Way and International Speaker on World-Class Customer Service
Robert Spector is a best-selling author and international speaker on world-class customer service.
Robert is best known for his book, THE NORDSTROM WAY: The Inside Story of America’s #1 Customer Service Company, which has become a business book classic, as well as its LESSONS FROM THE NORDSTROM WAY: How Companies are Emulating the #1 Customer Service Company. Barry Sternlicht, Chairman and CEO of Starwood Hotels & Resorts Worldwide, called LESSONS a blueprint for providing superior customer service: “There are lessons here for people in every industry.”
Robert’s newest take on Nordstrom is THE NORDSTROM WAY TO CUSTOMER SERVICE EXCELLENCE: A Handbook for Implementing Great Service in Your Organization. This book combines elements of the first two books, and also includes new interviews with top Nordstrom executives and salespeople, as well as unique training excercises.
As the first and only journalist ever allowed into the inner sanctum of Nordstrom, Robert wrote THE NORDSTROM WAY to offer insight into how this company became the gold standard of customer service. With the exclusive input of top Nordstrom management and the company’s most outstanding sales people, Robert is able to show your organization how to become the Nordstrom of your industry.
For those interested in the future of retail, urban planning and land use issues, Robert’s latest book is CATEGORY KILLERS: The Retail Revolution and Its Impact on Consumer Culture, published by Harvard Business School Press. According to Publishers Weekly, Anyone interested in the future of shopping, from both a business and cultural perspective, will find this book to be a useful primer.
Paco Underhill , Founder and Managing Director of Envirosell, Inc., and author of the wonderful books WHY WE BUY and CALL OF THE MALL , wrote: “Robert Spector is America ‘s preeminent retail historian. In the tradition of Stephen Ambrose, Spector’s books are aimed at a popular audience looking for an enjoyable and informative read.”
Other business books by Robert Spector include AMAZON.COM: GET BIG FAST and ANYTIME, ANYWHERE: How The Best Bricks-and-Clicks Businesses Deliver Seamless Service To Their Customers.
ROI/Tangible Program Benefits:
- Learn the nine management principles of America 's #1 customer service company and how you can apply them in your business
- Learn how to empower your entrepreneurial employees to take customer service to new heights
- Discover the nobility of customer service and how to encourage employees to become other-centered rather than self-centered
Testimonials/Client List:
We were honored to have you as a featured speaker at our J.D. Power and Associates The Wall Street Journal Leadership in Customer Satisfaction Roundtable. Your enthusiastic presentation on Nordstrom, along with the insights you shared on the importance of satisfying customers, were most informative. Our audience really enjoyed hearing your perspectives.-J.D. Power and Associates
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.-Pfizer Pharmaceuticals Group
Your appearance at Sprint's Retail Summit really charged our organization. Your remarks were every bit as powerful and inspiring as your book-Sprint Store Management
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