Robert Spector
Author Of The Business Classic The Nordstrom Way: The Inside Story Of America’s Number One Customer Service Company.
Robert Spector can take what he’s learned from one of America’s most prominent companies and show leaders how to apply it to their companies. His 30 years of research into the Nordstrom company led to a series of books under the umbrella title of The Nordstrom Way.
His latest version, The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture, earned the place of Top Business Book of the Year by Forbes magazine.
He also features small, independent retailers in his book The Mom & Pop Store.
Robert also has research into Amazon since it launched in 1995. His international bestseller Amazon.com: Get Big Fast was published in 2000. It’s a case study on how the company evolved and survived.
Robert also provides presentations to small groups to key executives that allows for a discussion. His breakout sessions and interactive brainstorming workshops engage employees to collaborate and communicate. They are designed to build a foundation of respect, trust, innovation, and teamwork that supports both customers and employees.
The Nordstrom Way To Customer Experience Excellence
Robert Spector delivers keynote speeches and interactive workshops all over the world to industry conferences, trade shows, organizational gatherings, and corporate retreats. His audiences range from small businesses to non-profits to Fortune 500 companies. Whether engaging with a gathering of 20 or 2,000, Robert entertains and inspires his audiences with a combination of masterful storytelling and business insights. His keynotes detail The Nordstrom Way, a set of values and principles for customer experience excellence that he has created after decades of unparalleled access to the inner workings of America’s Number One customer experience company.
Robert’s 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
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 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.
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 And Easy Experience Across All Touchpoints. It’s More Than Generating Quality Transactions, It’s About Building Lasting Relationships.
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. 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.
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.
“Robert’s entertaining and inspiring keynote presentation resonated with attendees at Starwood’s Leadership Conference. We received many positive comments about his message of customer service and the importance of teamwork and collaboration”
Starwood Hotels and Resorts
“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 Nordstrum culture can be applied to other industries.”
Language Line Solutions
“Robert Spector was a featured guest speaker for Infiniti’s Leadership Summit Tour. His ideas for optimizing the customer experience struck a receptive chord with Infiniti retailers.”
Infiniti
“Your Presentation on Nordstrum and how to install the Nine Principles of Customer Service into our organization drew a tremendous response from the conference attendees. The brainstorming session was clearly empowering for the managers, many of whom commented about their eagerness to share the outcomes with their teams.”
Charles Schwab
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