Presentations

Robert's Keynote Presentation:

HOW TO BECOME THE NORDSTORM OF YOUR INDUSTRY: The Nine Management Principles of America's #1 Customer Service Company.

Robert's presentation details the nine management principles that have made Nordstorm the gold standard for customer service, and a company that has inspired companies and organizations in every walk
of life.

Robert shows your audience how Nordstrom:

• creates, maintains, encourages and nurtures a 45,000 - employee culture that is 100 per cent committed to serving the customer
• empowers its enrepreneurial employees to take customer service to new heights
• gives frontline people the freedom to make decisions and then supports those decisions values the nobility of customer service
• transfers this culture as it expands throughout the U.S.
• has created name-brand recognition of what the company represents
• serves as a model of employee empowerment that can be emulated by your organization