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Robert  Spector

Robert Spector

Customer Service Expert

Biography

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 Americas Number One Customer Service Company. BusinessWeek says, “For anyone looking to understand customer service at its best, this book bubbles with insights.” Read More >

The all-new Third Edition is The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture, which Forbes magazine selected as “Top Business Book of 2017”.

Robert gives entertaining keynotes to a vast array of companies, organizations, trade associations, conventions, corporate retreats, governmental agencies, non-profits, and special meetings in 27 countries.

He is included in the “100 Best Keynote Speakers” by DataBird Research Journal, as well as “World's Top 30 Customer Service Professionals” by Global Gurus Research.

His other books include Amazon.com: Get Big Fast—the definitive story of the company, which has been translated into 18 languages, and The Mom & Pop Store: True Stories From the Heart of America, a memoir of practical customer service lessons learned working in his immigrant family’s butcher shop.

Robert contributes articles to many publications, including The New York Times and The Wall Street Journal. He is a guest on national and local television, radio and podcasts, and is quoted in publications throughout the world.

He is currently working on a new book,The Seattle Effect, which explains the customer-focused strategies of Seattle-based icons Nordstrom, Amazon, Starbucks, Costco, Boeing, Microsoft, REI, and Pearl Jam. Read Less ^

Speaker Videos

Customer Service Excellence

The Nordstrom Way

The Importance of Customer Service

Speech Topics

The Nordstrom Way: Principles of Customer Service Excellence

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.

Creating & 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. 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.

Building a Culture of Customer Service Excellence

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.

Multi-Channel Touch-Points

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.

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? 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.