Robert Spector

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The Nordstrom Way

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1 Video(s) By This Presenter

Robert Spector- The Nordstrom Way

5 Programs By This Presenter

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.


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“He will provide food for thought and give easy steps to incorporate “customer service” in virtually all aspects of your business, organization or life.”

— Washington Association of Wine Grape Growers

“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.”

— BAE Systems

“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.”

— Bank Marketing Association New England Chapter

“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.”

— American Red Cross

“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.”

— Kaiser
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