Robert Spector
Become The Nordstrom Of Your Industry
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- World’s foremost expert on Nordstrom
- Best-selling author of “The Nordstrom Way” series
- Author of “The Century-Old Startup: The Nordstrom Way of Embracing Change, Challenges and a Culture of Customer Service”
- International speaker (27 countries)
- Author of the first book about Amazon,– “Amazon.com: Get Big Fast”
- One of “100 Best Keynote Speakers” by DataBird Research Journal
- One of “World’s Top 30 Customer Service Professionals” by Global Gurus Research.
*Fee ranges are presented as a guideline only. Speaker fees are subject to change without notice. For an exact quote, please contact your Speaker Exchange Agency representative.
Robert Spector is an international keynote speaker, thought leader, and author of the business classic The Nordstrom Way: The Inside Story of America’s Number One Customer Service Company. BusinessWeek magazine said, “For anyone looking to understand customer service at its best, this book bubbles with insights.”
He completely revised and rewrote the original book in 2005, 2012 and 2017.
Robert’s most recent book is The Century-Old Startup: The Nordstrom Way of Embracing Change, Challenges and Customer Service, which examines how Nordstrom has survived and thrived since its founding in 1901. Forbes selected The Century-Old Startup as one of the Top 10 Business Books of 2024.
His other books include: Amazon.com: Get Big Fast—the definitive story of the origins of Amazon, which has been translated into 18 languages; The Mom & Pop Store: True Stories From the Heart of America, a memoir of practical lessons learned working in his family’s butcher shop in Perth Amboy, as well as stories of independent retailers from all over the U.S., as well as Tokyo and London; Anytime Anywhere: How the Best Bricks-and-Clicks Businesses Deliver Seamless Service to Their Customers, the groundbreaking book on omnichannel customer service
Spector has delivered keynote speeches and training sessions in 26 countries, several of them more than once.
Robert Spector shows companies and organizations how to become “The Nordstrom” of their industry. What makes Nordstrom Nordstrom? What are the values and principles that comprise the culture of this most customer-centric company? For more than a century, Nordstrom has succeeded because the company believes that the employee experience determines the customer experience.
How did Jeff Bezos’s company become the powerhouse that it is? Robert Spector, who wrote the first book about the juggernaut—“Amazon.com: Get Big Fast”—explains how they did it, and offers valuable take-aways for friends and foes alike.
Seattle is home to some of the world’s most customer-focused companies: Amazon, Starbucks, Nordstrom, Costco, and REI, as well as the most customer-focused rock & roll band—Pearl Jam. What’s in the water in the great Northwest? Robert Spector has interviewed the leaders of these organizations and offers valuable lessons for anyone who has a customer
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