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Robert  Spector

Robert Spector

Customer Service Expert

Biography

Robert Spector is a Seattle-based best-selling author, international speaker and founder of Robert Spector Consulting, which works with companies all over the world on creating their own customized, superior customer experience. He is recognized globally as the ultimate authority on customer experience and The Nordstrom Way. Read More >

He is author of the business classic The Nordstrom Way: The Inside Story of America’s Number One Customer Service Company. Spector also takes readers on a deeper exploration into this unique company culture with his all-new book The Nordstrom Way to Customer Service Excellence: The Handbook for Becoming the Nordstrom of Your Industry. His other books include: Amazon.com: Get Big Fast, the definitive story of the e-commerce giant, which has been translated into 18 languages; Anytime, Anywhere, which foretold by a decade the game-changing impact of omnichannel retailing; Category Killers, the first in-depth look at the impact of big box stores on consumer culture; and The Mom & Pop Store: True Stories From the Heart of America, a memoir of practical lessons learned working in his parent’s butcher shop.

Spector has written the authorized corporate histories of a wide variety of companies, including Pizza Hut, Kimberly Clark, Chevron Shipping, Eddie Bauer and the Seattle Space Needle. He has contributed articles to a plethora of publications, including The New York Times, The Wall Street Journal, Sports Illustrated and National Lampoon. He has been a guest expert on countless national and local television, radio, and Internet programs, and is quoted in publications throughout the world.

A graduate of Franklin & Marshall College, Spector teaches retail leadership at the University of Washington School of Business, drawing from the work he’s done on Seattle-based giants including Nordstrom, Amazon.com, Starbucks and Costco.

Spector has been a professional speaker since 1995. He has spoken to a panoramic collection of companies, organizations, trade associations, governmental agencies, conventions, corporate retreats and special meetings in 24 countries. 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. Read Less ^

Speaker Videos

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.