Hi, I'm Robert Spector, bestselling author and international speaker on world-class customer service.
I'm the author of THE NORDSTROM WAY: The Inside Story of America's #1 Customer Service Company, which has become a business book classic, as well as its LESSONS FROM THE NORDSTROM WAY: How Companies are Emulating the #1 Customer Service Company. Barry Sternlicht, Chairman and CEO of Starwood Hotels & Resorts Worldwide, called LESSONS a blueprint for providing superior customer service. There are lessons here for people in every industry."
My newest take on this amazing company is THE NORDSTROM WAY TO CUSTOMER SERVICE EXCELLENCE: A Handbook for Implementing Great Service in Your Organization. This book combines elements of the first two books, and also includes new interviews with top Nordstrom executives and salespeople, as well as unique training excercises.
As the first and only journalist ever allowed into the inner sanctum of Nordstrom, I wrote THE NORDSTROM WAY to offer insight into how this company became the gold standard of customer service. Thanks to the exclusive input of top Nordstrom management and the company's most outstanding sales people, I can show your organization how you can become the Nordstrom of your industry.
For those of you interested in the future of retail, urban planning and land use issues, my latest book is CATEGORY KILLERS: The Retail Revolution and Its Impact on Consumer Culture, published by Harvard Business School Press. According to Publishers Weekly, “Anyone interested in the future of shopping, from both a business and cultural perspective, will find this book to be a useful primer.”
Paco Underhill , Founder and Managing Director of Envirosell, Inc., and author of the wonderful books WHY WE BUY and CALL OF THE MALL , wrote: “Robert Spector is America 's preeminent retail historian. In the tradition of Stephen Ambrose, Spector's books are aimed at a popular audience looking for an enjoyable and informative read.”
My other business books, including AMAZON.COM: GET BIG FAST and ANYTIME, ANYWHERE: How The Best Bricks-and-Clicks Businesses Deliver Seamless Service To Their Customers.
Bring Robert's message to life for your entire organization. Introducing Think Like the Customer, an online course based on Robert's customer service principles.
Have a sneak peek
click here.
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