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.”
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.
The Nordstrom Way of Excellent Customer Service Principles
Through vivid storytelling and exam¬ples, Robert takes the audience on a tour of the 10 principles that comprise The Nordstrom Way.
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 cus¬tomers who spend the most money and shop the most often tend to shop om¬ni-channel. Learn how to create a seam¬less customer service experience.
Building a Culture of Customer Service Excellence
World-class customer experiences are created from the inside of an organiza¬tion out. Discover a wealth of ideas for creating a great customer service cul¬ture.
Creating Great Customer Experiences
To create the ultimate customer expe¬rience, you must view your business through the eyes of your customer. Would you want to be a customer of your organization? Learn how to deliver a consistently inviting, helpful and easy experience across all touchpoints. It’s more than generating quality transac¬tions, it’s about building lasting relation¬ships.
Creating and 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 build¬ing an authentic and powerful com¬pany culture and brand. Learn how to tell your story to your employees, and infuse your culture with that story. Then discover how that story can be reflected outward to your customers in meaningful ways.
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