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Robert Spector

  • Best-selling Author "Amazon.com Get Big Fast", "The Nordstrom Way" & others
  • Celebrity Business Keynote Speaker
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Washington

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...

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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.

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“When it comes to singing the song of customer service, anyone can recite the words—but few can carry the tune. Let’s get together to create a customer service symphony.”

Robert Spector in Media

Speaker Programs

The Century-Old Startup: The Nordstrom Way of Embracing Change, Challenges and a Culture of Customer Service
Outside of members of the Nordstrom family who work in the business, Spector may be the leading expert on how Nordstrom achieved its extraordinary success. In this talk, he takes us back to Nordstrom’s beginnings, ...more
Outside of members of the Nordstrom family who work in the business, Spector may be the leading expert on how Nordstrom achieved its extraordinary success. In this talk, he takes us back to Nordstrom’s beginnings, more than 100 years ago, and highlights how the business evolved as life and world-changing events threw “curveballs” their way. ...less
The Nordstrom Way: Creating a Values-Driven Service Culture
The Seattle Effect: Lessons from Amazon, Starbucks, Nordstrom, Costco & Pearl Jam
The Mom & Pop Store: Wisdom from The Neighborhood

Books

Reviews

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.

- Pfizer Pharmaceuticals Group

Your brainstorming session was empowering for the managers, many of whom commented about their eagerness to share the outcomes with their teams.

- Charles Schwab Institutional

When it comes to customer service, Robert practices what he preaches.

- McKesson Corporation

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