Robert Spector

Robert Spector, a recognized authority on customer service, is best known for writing the national bestseller, The Nordstrom Way: The Inside Story of America's #1 Customer Service Company—the first and only up-close and personal look at how this company became the national standard of customer service. Spector is the only journalist ever given total access to the inner workings of the Nordstrom culture. Business Week said it "bubbles with customer service insights.”

He is currently working on The Mom & Pop Store: Minding the American Dream, which is part memoir and part cultural history of the most enduring retail concept.

Spector’s presentation, entitled “How to Become the Nordstrom of Your Industry,” is delivered with keen customer service insights and an ingratiating sense of humor. His audiences range from Fortune 500 companies to government agencies. Internationally, he has spoken in 18 countries.

Spector is also the author of AMAZON.COM: Get Big Fast, the definitive look at the Internet commerce giant, which has been published in 17 languages. Professor Philip Kotler called it “a business history classic.” Additionally, Spector has written Category Killers: The Retail Revolution and Its Impact on Consumer Culture (published by Harvard Business School Press) and Anytime, Anywhere: How the Best Bricks-and-Clicks Companies Deliver Seamless Service.

Spector has authored the corporate histories of an eclectic array of companies, including Kimberly-Clark, Pizza Hut, Eddie Bauer, and Chevron. He has reported on business for The Wall Street Journal, U.S.A. Today, U.P.I. International, and NASDAQ magazine; fashion for Women’s Wear Daily and Details, and civil liberties for Parade; and he has been a ghostwriter for Dr. Joyce Brothers. His humor writing has been published in The New York Times, Sports Illustrated and National Lampoon.