Robert Spector is one of America’s leading experts on customer experience and employee experience.
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.
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.
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.
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.