Become the Nordstrom of Your Industry

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Keynotes + Workshops

Robert Spector delivers keynote speeches all over the world at major industry conferences, organizational gatherings, and directly to the leadership of Fortune 500 companies. Robert is an entertaining and inspiring speaker who combines masterful storytelling with deep business acumen. His keynotes detail The Nordstrom Way, a set of principles for customer service excellence created by Robert Spector after decades of study and research. CLICK ANY ICON BELOW TO LEARN MORE...


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Robert's keynotes set the stage for creating, encouraging, and maintaining a superior customer experience. Customer service principles discussed in Robert's Keynotes include:

• Cultivating a company culture dedicated to customer service excellence

• Improving communication, teamwork, and synergy among employees and management

• Inspiring loyalty in your customers and improving customer retention

• Building lasting relationships with customers and clients

• Creating the ultimate customer experience



• Create a company culture that reinforces your company’s guiding values and principles

• Gain customer loyalty

• Improve customer retention

• Develop synergy across all channels – in-store, online, social media, and messaging

• Inspire employees and management

• Earn a better ROI on leadership, mentoring, and new employee orientation programs

• Become the Nordstrom of your industry





“Robert’s entertaining and inspiring keynote presentation resonated with attendees at Starwood’s Leadership Conference. We received many positive comments about his message of customer service and the importance of teamwork and collaboration.”

– Jennifer Bauchner, Director of Rooms and Sustainability

Starwood Hotels and Resorts

“Anyone running a company or working for a company can benefit by learning how and why Nordstrom provides its level of customer 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.”

– Dan London, Vice President GPX

BAE Systems



“Your Presentation on Nordstrom and how to install the Nine Principles of Customer Service into our organization drew a tremendous response from the conference attendees. The brainstorming session was clearly empowering for the managers, many of whom commented about their eagerness to share the outcomes with their teams.”

-Ron Carter

Charles Schwab Institutional

“We were honored to have Robert as a featured speaker at our J.D. Power and Associates – Wall Street Journal Leadership in Customer Service Roundtable in New York City. Robert’s enthusiastic presention on Nordstrom, along with the insights he shared on the importance of satisfying customers, were most infomative. Our audience enjoyed hearing his perspectives. ”

– T.W. Shaver, Senior Partner

J.D. Power and Associates



“Robert Spector was a featured guest speaker for Infinti’s Leadership Summit Tour. His ideas for optimizing the customer experience struck a receptive chord with Infiniti retailers.”

– Barry Burris, Senior Manager

Infiniti Training

Corporate Histories

Robert Spector is a best-selling author and corporate historian who has captured the stories of some of the world’s most well known companies. He has written 25 books and seen his works translated into over 23 languages.

Through in-depth interviews and extensive research, Robert will craft a rich and compelling narrative detailing your company’s story from both a historical and business perspective. Robert and his publishing partners will in turn create a high-quality end product ready for distribution or sale.

Robert has told the stories of an eclectic cross-section of companies including Kimberly-Clark, Pizza Hut, Eddie Bauer, Chevron Shipping, and the Seattle Space Needle.



“You captured and chronicled the Pizza Hut story of brotherhood, dedication, hard work, humor and the hunger for success. I found myself reliving, with a chuckle, all of those wonderful and positive memories. You told the story as though i could see, feel, touch and even smell that delicious pizza sauce. Thank you for your dedication and creative talent.”

– Daniel M. Carney, Co-Founder

Pizza Hut


Editorial Consulting

Robert has helped inspired individuals nationwide to tell their stories – to their employees, families, and other interested parties. Robert can lend an author’s eye to your passion project to create a lasting and impactful end product for generations to come.

• Family Histories

• Memoirs

• How-To’s

• Inspirational Accounts

• Internal Organizational Narratives

• Other Legacy Projects

About Robert

       Robert Spector is a best-selling author, international speaker, and customer service expert. Based in Seattle, he has helped companies create their customer service experiences for over 30 years.

       Robert is recognized worldwide as the ultimate authority on customer service and the Nordstrom Way. He is the author of the business classic The Nordstrom Way: The Inside Story of America’s Number One Customer Service Company.

       Robert believes that the elements of world – class customer service are the same, whether they come from Spector’s Meat Market (his family’s mom & pop store), Nordstrom, or, the subject of his international bestseller Get Big Fast.

       He has contributed articles to publications nationwide, 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.

       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,, Starbucks and Costco.

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Here are the links to all things Spector. Learn more about our services by downloading these PDF's.




Spector’s Bio




Nordstrom  –  J.D. Power and Associates  –  Infinity Automotive  –  Nationwide Insurance  –  US Forest Service  –  Starwood Hotels  –  AstraZeneca  –  Rackspace  –  Wells Fargo  –  Cadillac  –  Zimmer  –  Phizer  –  Sprint  –  Dell  –  Chrysler  –  Pizza Hut  –  Snap-on Tools  –  Ellie Mae  –  CEMEX  –  Humana  –  Samsung  –  TRSA  –  Parature  –  American Red Cross  –  Edward Jones  –  BAE Systems  –  United Stationers  –  Domino’s Pizza  –  SEMA  –  Double Click  –  National Association of Broadcasters  –  Seattle Public Libraries  –  TATA Consultancy Services  –  American Nursery and Landscape Association  –  The Chicago Mercantile Exchange  –  The Centers for Disease Control  –  University of Utah Healthcare  –  Royal Bank of Trinidad  –  Kaiser Permanente  –  City of Beverly Hills  –  Bank of Montreal  –  South African Council of Shopping Centers  –  Kemper Development Company  –  The Bellevue Collection  –  Pandora Jewelry  –  India Retail Federation  –  State Farm Insurance  –  Credit Union Executive Society  –  Canadian Retail Hardware Association  –  American Library Association  –  Marin Community Foundation  –  Vail Valley Chamber and Tourism Bureau  –  National Association of College Stores  –  American Electric Power  –  OCBC Singapore  –  Polygon NW  –  RBTT Bank  –  University of Washington  –  Royal Caribbean Cruise Lines  –  NAMIC  –  The Pacific Institute  –  YPO  –  Heritage Homes  –  Language Line Solutions  –  Rexnord  –  Mutual of Enumclaw Insurance  –  Mediallia  –  Bank of Missouri  –  Cactus Club Cafe  –  MegaWeCare  –  Rotary International  –  Farmatodo  –  Associated Grocers  –  ICSC  –  Village Green  –  Kemper Sports  –  Nationstar Mortgage  –  Yankee Dental Association  –  Leslie Pools  –  Forever 21  –  The Executive Network  –  Virginia Mason Hospital  –  Sustainable Connections  –  Texas Dental Association  –  Farmatodo  –  America’s Health Insurance Plans  –  McKesson  –  International Car Wash Association  –  Merchandise Mart  –  Luxe Home  –  Brigham and Women’s Hospital  –  American Express Travel  –  EDO Japan  –  Capitol Hill Chamber of Commerce  –  Meisenbach Capitol  –  Barnes and Noble  –  Fabri’k Style  –  Icons of Retail …


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