Robert Spector

Robert Spector

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Foremost Authority on the Nordstrom Culture, Best Selling Author and Customer Service Expert

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 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.

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Speaking topics

The Nordstrom Way: Principles of Customer Service Excellence

Based on his bestseller The Nordstrom Way to Customer Service Excellence: The Handbook for Becoming the “Nordstrom” of Your Industry, speaker Robert Spector takes audiences on a tour of the ten principles that comprise “the Nordstrom way.” Using vivid storytelling and examples, he explains how to make life easier for customers, employees, and strategic partners.

Creating & 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. In this presentation, customer service expert Robert Spector will teach you how to tell your story to your employees and how to infuse your culture with that story. He will then show you 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-out of an organization. In this presentation, speaker Robert Spector will share 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? In this presentation, customer service speaker Robert Spector will teach you how to deliver a consistently inviting, helpful, and easy experience across all touch points. It’s more than generating quality transactions: it’s about building lasting relationships.

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