Robert Spector

Robert Spector

Shrewd observer of corporate cultures and bestselling business author of The Nordstrom Way.

Speaker Categories: Retail | Customer Focus | Corporate Culture | Best Practices | Small Business | Human Resources & The Workforce | Corporate Culture | Entrepreneurship and Small Business

Travels From: WA, United States.

Speaker Fee Range: $10,001 to $20,000*

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Robert Spector Bio
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Renowned Customer Service Expert and
Best-Selling Author of The Nordstrom Way

Robert 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.

As the founder and chairman of Robert Spector Consulting, Robert speaks regularly all over the world at major industry conferences and to the leadership of Fortune 500 companies. He is a compelling and inspiring speaker whose style combines master storytelling with deep business acumen. His dynamic and engaging keynote programs illustrate the principles of the world-class customer service cultures he has written about in his books, and sets the stage for creating, encouraging, and sustaining a superior customer experience.

THE NORDSTROM WAY: 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.

Multi-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 multi-channel. Learn how to create a seamless customer service experience.

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.

  • The Mom and Pop Store: How the Unsung Heroes of the American Economy are Surviving and Thriving
    The Mom and Pop Store: How the Unsung Heroes of the American Economy are Surviving and Thriving Purchase Book
  • Category Killers: The Retail Revolution and Its Impact on Consumer Culture
    Category Killers: The Retail Revolution and Its Impact on Consumer Culture Purchase Book
  • Anytime, Anywhere: How the Best Bricks- and-Cicks Businesses Deliver Seamless Service to Their Customers
    Anytime, Anywhere: How the Best Bricks- and-Cicks Businesses Deliver Seamless Service to Their Customers Purchase Book
  • The Lessons from the Nordstrom Way: How Companies are Emulating the #1 Customer Service Company
    The Lessons from the Nordstrom Way: How Companies are Emulating the #1 Customer Service Company Purchase Book
  • Amazon.com: Get Big Fast
    Amazon.com: Get Big Fast Purchase Book

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Recent Books

  • The Mom and Pop Store: How the Unsung Heroes of the American Economy are Surviving and Thriving
    The Mom and Pop Store: How the Unsung Heroes of the American Economy are Surviving and Thriving Purchase Book
  • Category Killers: The Retail Revolution and Its Impact on Consumer Culture
    Category Killers: The Retail Revolution and Its Impact on Consumer Culture Purchase Book

Testimonials

  • I wanted to personally take a moment to express my gratitude for your excellent presentation. Your inside information on the Nordstrom family, as well as the company, was a great balance to our high-technology focus.

    J. D. Power III
    J. D. Power & Associates
  • Robert, 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.

    Catherine T. Celestin
    Pfizer Pharmaceuticals Group
  • Your presentation at the 96th Canadian Hardware & Building Materials Show was right on target. It helped our retailers focus and build on their strengths. Your delivery and supporting visuals were excellent. You engaged our retailers with examples from outstanding performers. They could relate to the stories. You have warmth and sincerity that made breakfast at 8 a.m. on a Sunday morning an enjoyable experience.

    Linda Nodello
    Canadian Hardware & Building Materials
Our valued clients include:
IBM Chick fil PFIZER payless AT&T Xerox17 virgin atlantic hp american red BBC merrill tata LATAM Ouro Novabase empresas rrstar Verizon nationwide axa siemens BOYS AND GIRLS CLUB bcbs Morgan Stanley Intel Johns Hopkins Tecnologico De Monterrey nvs pbc pharma CRA Hong Kong Trade itkib