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.
He is author of the business classic The Nordstrom Way: The Inside Story of America’s Number One Customer Service Company (John Wiley & Sons). BusinessWeek said, “For anyone looking to understand customer service at its best, this book bubbles with insights.” Robert 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.
Robert 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.
His other books include:
Amazon.com: Get Big Fast (HarperBusiness)— the definitive story of the e-commerce giant, which has been translated into 18 languages. Professor Philip Kotler named the book “a business history classic.”
Anytime, Anywhere (Perseus Publishing), which foretold by a decade the game-changing impact of omnichannel retailing. Guy Kawasaki said: “Spector does the seemingly impossible: explains how to align your channels of business.”
Category Killers (Harvard Business School Press), the first in-depth look at the impact of big box stores on consumer culture. Paco Underhill noted: “Spector is America’s preeminent retail historian, in the tradition of Stephen Ambrose.”
The Mom & Pop Store: True Stories From the Heart of America (Walker & Company, 2009), a memoir of practical lessons learned working in his parent’s butcher shop. It is also an American road story full of profiles of dozens of small independent retailers from a cheese shop in Greenwich Village to a bookstore in Bellingham, Washington. Seth Godin said, “We need more mom and we need more pop. Do you want to know why? Because they care. Caring matters. If you need proof, Robert Spector has it.”
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.
Robert Spector Consulting (RSC) helps clients create a culture of customer service excellence through inspirational keynote presentations, customized workshops, and comprehensive consulting services. RSC breaks down the elements of its philosophy of customer service excellence and explains how they can be adapted for virtually every kind of organization. A graduate of Franklin & Marshall College, Robert 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. Robert believes that the elements of world-class customer service are the same, whether they come from Nordstrom, Amazon.com or Spector’s Meat Market.