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.
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.