Robert Spector

Customer Service Speaker and author of The Nordstrom Way

Robert Spector is an international bestselling author, speaker and consultant who has worked withnumerous 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 recentbeing The Nordstrom Way to Customer Service Excellence: The Handbook For Becomingthe “Nordstrom” of Your Industry.

He has also written books on other industry leaders such as the international bestseller 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.


At its essence, customer service is about making life easier. For Nordstrom, this means makinglife easier for their customers, employees, and strategic partners. Founded by the author of The Nordstrom Way, Robert Spector Consulting is recognized worldwide as the premier authority on customer service. They guide and support companies to become the Nordstrom of their industry.

Robert Spector’s latest book, The Nordstrom Way to Customer Excellence, transforms this classic into a powerful guide for today’s multi-channel business environments. This completely reworked and expanded version illustrates what every organization can learn from the world’s most respected customer service-driven company.

1. Are we enhancing the customer experience in a meaningful way?
2. Are we developing customer loyalty?
3. Are we contributing to increased sales?

The Ultimate Customer Experience Keynote Program

Robert Spector’s dynamic and engaging keynote program explains (in story form) the principles of the world-class customer service cultures he has written about in his books, including, Starbucks, and Nordstrom. This program sets the stage for creating, encouraging, and sustaining a superior customer service experience.

He will customize their program(s) to the needs and goals of your organization. He is flexible with the length of presentations and the curriculum.

In addition to customized keynote programs, he also offers interactive break-out sessions, customer service workshop sessions, and in-depth organization-wide consulting.

Presentation Topics:

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 to tell your story toyour employees, and infuse your culture with that story. Then discover 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 of an organization out. Discover a wealth of ideas for creating a great customer service culture.

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.

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.

Infiniti Automotive, Marin County Foundation, Parature, INC, Pfizer, Pizza Hut, RBTT Bank, Wells Fargo ,SEMA, Snap-On, Starwood Hotels, State Farm Insurance, AstraZeneca, Chrysler, Farmers Insurance, The Centers for Disease Control, Kaiser – Permanente, Nationwide Insurance, The Chicago Mercantile Exchange, Domino’s, Kemper Development, Bank of Montreal, Dell, Royal Bank of Trinidad, Humana, Polygon NW, Seattle Public Libraries, University of Utah Healthcare, United Stationers, OCBC Singapore, Edward Jones, Credit Union Executive Society, JD Power and Associates, India Retail Federation, South African Council of Shopping Centers, American Library Association, Canadian Retail Hardware Association, American Nursery and Landscape Association, Tata Consulting Services, National Association of Broadcasters, CEMEX, American Red Cross, Sprint, The Vail Valley Chamber and Tourist Bureau, Samsung, National Association of College Stores, Ellie Mae

Travels from: Seattle, WA