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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Speaker Programs
The Nordstrom Way Principles of Customer Service Excellence
Through vivid storytelling and examples, Robert takes the audience on a tour of the 10 principles that comprise The Nordstrom Way.
Creating and 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. Learn how ...more
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. Learn how to tell your story to your employees, and infuse your culture with that story. Then discover how that story can be reflected outward to your customers in meaningful ways. ...less
Building a Culture of Customer Service Excellence
World-class customer experiences are created from the inside of an organization out. Discover a wealth of ideas for creating a great customer service culture. ...more
World-class customer experiences are created from the inside of an organization out. Discover a wealth of ideas for creating a great customer service culture. ...less
Multi-Channel Touchpoints
Today's customers want companies to know them- their preferences, their purchases, their history, and their credit card numbers- across all channels. They want the same brand experience whether in store, online or on the phone. ...more
Today's customers want companies to know them- their preferences, their purchases, their history, and their credit card numbers- across all channels. They want the same brand experience whether in store, online or on the phone. The customers who spend the most money and shop the most often tend to shop multi-channel. Learn how to create a seamless customer service experience. ...less
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? Learn how to deliver a consistently inviting, helpful ...more
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? Learn how to deliver a consistently inviting, helpful and easy experience across all touchpoints. It's more than generating quality transactions, it's about building lasting relationships. ...less
