Robert Spector is an international bestselling author, speaker and consultant who has worked with numerous Fortune 500 companies worldwide. A recognized authority worldwide on customer service excellence, he is best known for defining the core principles that define Nordstrom’s commitment to customer service, which he coined The Nordstrom Way. Over the past 30 years, he has written 25 books and had works translated into over 23 languages; the most recent being The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the “Nordstrom” of Your Industry. He has also written books on other industry leaders such as the international bestseller Amazon.com: Get Big Fast, as well as books on major trends in retail and consumer culture.
Quick Reference Card
Business, Consumer Trends, Customer Service, Strategy
Domestic Keynote Fee Range*:
Associations, Corporations, Entrepreneurs, Entry Level, Management, Senior Executives
• 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
*Speaker fees vary based on event location, program duration and other factors, and are subject to change without notice. Please contact us for an accurate fee quote for your event.
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.
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.
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.
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