Customer Service Expert
Robert Spector is one of America’s leading experts on customer experience and employee experience. He is the author of the business book classic The Nordstrom Way: The Inside Story of America’s Number One Customer Service Company. BusinessWeek says, “For anyone looking to understand customer service at its best, this book bubbles with insights.” Read More >
Customer Service Excellence
The Nordstrom Way
The Importance of Customer Service
Based on his bestseller The Nordstrom Way to Customer Service Excellence: The Handbook for Becoming the “Nordstrom” of Your Industry, speaker Robert Spector takes audiences on a tour of the ten principles that comprise “the Nordstrom way.” Using vivid storytelling and examples, he explains how to make life easier for customers, employees, and strategic partners.
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. In this presentation, customer service expert Robert Spector will teach you how to tell your story to your employees and how to infuse your culture with that story. He will then show you how that story can be reflected outward to your customers in meaningful ways.
World-class customer experiences are created from the inside-out of an organization. In this presentation, speaker Robert Spector will share a wealth of ideas for creating a great customer service culture.
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 multi-channel shop. In this presentation, speaker Robert Spector will teach you how to create a seamless customer service experience.
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? In this presentation, customer service speaker Robert Spector will teach you how to deliver a consistently inviting, helpful, and easy experience across all touch points. It’s more than generating quality transactions: it’s about building lasting relationships.
"Anyone running a company or working for a company can benefit by learning how and why Nordstrom provides its level of customer service. You do not need to be in the retail business to understand the value of customer service. We are in the business of selling software, and I found your talk informative, educational, humorous, and inspiring. I highly recommend this talk for any company that has a customer."
"You held the rapt attention of our members, and the follow-up conference evaluation provided high marks for you, your topic, and your presentation style. You were such an important part of the conference."
"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."
"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."
"We were honored to have Robert as a featured speaker at our J.D. Power and Associates-Wall Street Journal Leadership in Customer Service Roundtable in New York City. Robert's enthusiastic presentation on Nordstrom, along with the insights he shared on the importance of satisfying customers, were most informative. Our audience enjoyed hearing his perspectives."
"Robert Spector spoke at our annual user’s conference and his speech was sensational. He connected with our audience and delivered a ‘spot on’ message to our customer base. Our users were excited about his speech and we were delighted with his work. I would recommend him highly to any organization."
"Thank you for your inspiring and motivational presentation on The Nordstrom Way. Our National Donor Marketing Meeting was an overwhelming success due in large part to your willingness to share your experience and expertise with the senior leaders in our organization. The comments we received from meeting participants regarding your presentation were extremely positive. In fact, may of your ideas and suggestions were the focus of the following day’s break-out sessions."
"Our firm has a strong corporate culture, and your presentation confirmed how that can be a strategic advantage for us. The Nine Principles resonated with our audience, who are the front-line providers of service at our firm. Your presentation was timely and fit in well with the overall message of our conference."
"Your presentation on Nordstrom 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."