Who's Robert?

Robert Spector offers inspirational keynote presentations and customized customer-service workshops for audiences throughout the world. His talks break down the elements of the Nordstrom philosophy and explain how they can be adapted for virtually every kind of organization.

His national bestseller, THE NORDSTROM WAY: The Inside Story of America's #1 Customer Service Company, is the first and only up-close and personal look at how this company became the national standard of customer service. Business Week said it "bubbles with customer service insights."

THE NORDSTROM WAY TO CUSTOMER SERVICE EXCELLENCE: A Handbook for Implementing Great Service in Your Organization updates the original book and features unique customer-service training exercises.

His newest book is THE MOM & POP STORE: How the Unsung Heroes of the American Economy are Surviving and Thriving, published in September 2009 by Walker & Company.

Robert's other books include:
AMAZON.COM: GET BIG FAST: Inside The Revolutionary Business Model That Changed The World

ANYTIME, ANYWHERE: How the Best Bricks-and-Clicks Businesses Deliver Seamless Service to Their Customers

CATEGORY KILLERS: The Retail Revolution and Its Impact on Consumer Culture

He is the author of corporate histories of an eclectic array of companies, including Pizza Hut, Eddie Bauer, Kimberly-Clark, and the Space Needle.

He has been a television guest on the National Business Report, CNN, CNBC, Fox News, Bloomberg Business, CNET News.com and numerous radio interview shows across the United States.

Robert has written on business for The Wall Street Journal, USA Today, NASDAQ Magazine, and Customer Service Management; fashion for Women's Wear Daily and Details; and civil liberties for Parade. His humor writing has appeared in The New York Times, Sports Illustrated and National Lampoon.

A native of Perth Amboy, New Jersey (and a member of the Perth Amboy High School Hall of Fame), Robert is a graduate of Franklin & Marshall College. He lives in Seattle with his wife, Marybeth.