Robert Spector
Author of the Best- Seller, "The Nordstrom Way: The Inside Story of America's #1 Customer Service ...Programs
"The Nordstrom Way: The Inside Story of America's #1 Customer Service Company"
My presentations are built around the Nine Management Principles of customer service that have made Nordstrom the gold standard for customer service, and an inspiration to companies and organizations in every walk of life. You will learn how Nordstrom:
creates, maintains, encourages, and nurtures a 55,000‐employee culture that is 100‐percent committed to serving the customer.
transfers this culture as it expands throughout the U.S.
values the nobility of customer service and encourages employees to become other‐centered rather than self‐centered.
empowers its entrepreneurial employees to take customer service to new heights.
serves as a model of employee empowerment that can be emulated by any organization with the desire to change.
Speaker Information
Robert has been involved in customer service since the age of 13, when he first went to work in his mother and father's butcher shop in the farmers' market in Perth Amboy, New Jersey. Working alongside his parents, he learned firsthand what it takes to take care of customers—and to keep them loyal. Those lessons inspired his latest book, The Mom & Pop Store, which features interviews with successful independent retailers from all over the world. Robert believes that the elements of world-class customer service are the same, whether they come from Spector's Meat Market, Amazon.com, or Nordstrom.
Author of the business classic The Nordstrom Way: The Inside Story of America's Number One Customer Service Company, Robert offers inspirational keynote presentations, customized workshops, webinars, and interactive online training in world-class customer service.
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