About Robert Spector - Author of The Nordstrom Way, Leading Expert on Customer & Employee Experience
Robert Spector is one of America’s leading experts on customer experience and employee experience.
He is author of the business book 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 magazine selected as “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. His keynote sets the stage for creating, encouraging, and maintaining a superior customer experience built on a non-negotiable set of core cultural values. By steadfastly encouraging and employing those values, which are built on trust and respect, your organization will:
- Cultivate a culture dedicated to customer experience excellence
- Support, recognize and reward the achievements of the people on your teams
- Improve communication and collaboration at every level
- Generate a better ROI on leadership, mentoring, and employee-orientation programs
- Earn the enduring loyalty of team members, customers, partners and vendors through trust and respect, which are the foundation of long-term relationships
- Continually innovate and adapt in order to stay ahead of your competition
- Encourage having fun and giving back to your community
- Become the Nordstrom of your industry
He is included in the “100 Best Keynote Speakers” by DataBird Research Journal, as well as “World's Top 30 Customer Service Professionals” by Global Gurus Research.
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 family’s butcher shop.
Robert contributes articles to many publications, including The New York Times and The Wall Street Journal. He is a guest on national and local television, radio and podcasts, and is quoted in publications throughout the world.
He is currently working on a new book, The Seattle Effect, which explains the customer-focused strategies of Seattle-based icons Nordstrom, Amazon, Starbucks, Costco, Boeing, Microsoft, REI, and Pearl Jam.
What Robert Spector Talks About:
Becoming the Nordstrom of Your Industry
Robert Spector shows companies and organizations how to become “The Nordstrom” of their industry. What makes Nordstrom Nordstrom? What are the values and principles that comprise the culture of this most customer-centric company? For more than a century, Nordstrom has succeeded because the company believes that the employee experience determines the customer experience. Spector has studied, written about, and spoken on the topic of Nordstrom for 25 years. His unique access to the company has given him special insight into the Nordstrom culture.
Amazon: How it Became the World’s Most Disruptive and Dangerous Company
How did Jeff Bezos’s company become the powerhouse that it is? Robert Spector, who wrote the first book about the juggernaut – “Amazon.com: Get Big Fast” – explains how they did it, and offers valuable take-aways for friends and foes alike.
The Seattle Effect: Lessons from America’s Capital of Customer Service
Seattle is home to some of the world’s most customer-focused companies: Amazon, Starbucks, Nordstrom, Costco and REI, as well as the most customer-focused rock & roll band – Pearl Jam. What’s in the water in the great Northwest? Robert Spector has interviewed the leaders of these organizations and offers valuable lessons for anyone who has a customer.
Robert held the audience in the palm of his hand as he guided us through the value of truly outstanding client service! He demonstrated how the principles of the Nordstrom culture can be applied to other industries.
CEO, LANGUAGE LINE SOLUTIONS
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