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.
Robert Spector has been helping companies create their customer service experiences for over 30 years. Robert and the RSC team offer inspirational keynote presentations, customized workshops, and comprehensive consulting services. When speaking, Robert breaks down the elements of his philosophy of customer service excellence and explains how they can be adapted for virtually every kind of organization—including yours.
Author of the business classic The Nordstrom Way: The Inside Story of America’s Number One Customer Service Company, Robert is recognized worldwide as the ultimate authority on customer service and the Nordstrom Way.
Robert has been involved in customer service since the age of 13, when he first went to work in his mother and father’s butcher shop in the farmers’ market in Perth Amboy, New Jersey. Working alongside his parents, he learned firsthand what it takes to take care of customers—and to keep them loyal. Those lessons inspired another of his current books, The Mom & Pop Store, which features interviews with successful independent retailers from all over the world. Robert believes that the elements of world-class customer service are the same, whether they come from Spector’s Meat Market, Nordstrom, or Amazon.com, the subject of his international bestseller Amazon.com: Get Big Fast.
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