The Nordstrom Way
The Nordstrom Way
For IN-PERSON EVENTS, the exact fee falls within the fee range on this page, unless this is a “Call for Fee.”
For VIRTUAL EVENTS, the fees can vary depending on how the presenter is used (example: virtual keynote, workshop sessions, multiple video messages, etc).
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Robert Spector is one of America’s leading experts on customer experience and employee experience.
He is the author of the business 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 selected as the “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 was recently included in the “100 Best Keynote Speakers” by DataBird Research Journal.
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’s family’s butcher shop.
Robert contributes articles to many publications, including The New York Times and The Wall Street Journal. He is a frequent guest on national and local television, radio, and Internet programs, and is quoted in publications throughout the world.
He is currently working on a new book, The Seattle Effect, which catalogs the customer-focus of Seattle-based icons Nordstrom, Amazon, Starbucks, Costco, Boeing, Microsoft, Recreational Equipment Inc. (REI), and Pearl Jam.
Through vivid storytelling and examples, Robert takes the audience on a tour of the 10 principles that comprise The Nordstrom Way.
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. 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.
World-class customer experiences are created from the inside of an organization out. Discover a wealth of ideas for creating a great customer service culture.
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 shop multi-channel. Learn how to create a seamless customer service experience.
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? Learn how to deliver a consistently inviting, helpful and easy experience across all touchpoints. It’s more than generating quality transactions, it’s about building lasting relationships.
“He will provide food for thought and give easy steps to incorporate “customer service” in virtually all aspects of your business, organization or life.”
“Anyone running a company or working for a company can benefit by learning how and why Nordstrom provides its level of cus- tomer service. You do not need to be in the retail business to understand the value of customer service. We are in the business of selling software, and I found your talk, informative, educational, humorous. and inspiring. I highly recommend this talk for any company that has a customer.”
“You held the rapt attention of our members, and the follow-up conference evaluation pro- vided high marks for you, your topic, and your presentation style. You were such an important part of the conference.”
“Thank you for your inspiring and motivation- al presentation on The Nordstrom Way. Our National Donor Marketing Meeting was an overwhelming success due in large part to your willingness to share your experience and expertise with the senior leaders in our orga- nization. The comments we received from meeting participants regarding your presenta- tion were extremely positive. In fact, may of your ideas and suggestions were the focus of the following day’s break-out sessions.”
“Robert was awesome. Everyone really enjoyed his presentation and he was very easy to work with in terms of customizing the messaging. His talk really resonated with our leadership team, and it was a great lead in to the rest of the day since we brought in 32 patients for a co-design activity.”
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