Robert Spector

Robert Spector authored books on legendary customer service including The Nordstrom Way. He speaks on customer experience excellence and service culture building and retail best practices. His research into service leaders reveals what separates exceptional from adequate. Organizations value his frameworks for service excellence. He provides specific practices creating cultures where employees delight customers and discusses empowerment necessary for frontline service recovery and shows how service reputation becomes competitive advantage competitors cannot easily replicate through genuine cultural commitment.

As the founder and chairman of Robert Spector Consulting, Robert speaks regularly all over the world at major industry conferences and to the leadership of Fortune 500 companies. He is a compelling and inspiring speaker whose style combines master storytelling with deep business acumen. His dynamic and engaging keynote programs illustrate the principles of the world-class customer service cultures he has written about in his books, and sets the stage for creating, encouraging, and sustaining a superior customer experience.

Principles of Customer Service Excellence

Through vivid storytelling and examples, Robert takes the audience on a tour of the 10 principles that comprise The Nordstrom Way.

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 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.

Building a Culture of Customer Service Excellence 

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.

Multi-Channel Touchpoints 

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.

Creating Great Customer Experiences 

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.