Robert Spector is the author of four books on customer service, and is an international speaker on the subject.
He speaks extensively in the U.S., Europe and Asia.

He is best known for writing the international bestseller, THE NORDSTROM WAY: The Inside Story of America's #1 Customer Service Company-the first and only up-close and personal look at how this company became the national standard of customer service. Robert is the only journalist ever given total access to the inner workings of the Nordstrom culture. BusinessWeek magazine said it "bubbles with customer service insights." He followed that up with LESSONS FROM THE NORDSTROM WAY: How Companies are Emulating the #1 Customer Service Company.

He followed these books with THE NORDSTROM WAY TO CUSTOMER SERVICE EXCLLENCE: A Handbook For Implementing Great Service in Your Organization.

Robert also wrote AMAZON.COM: GET BIG FAST, the definitive book on the Internet pioneer. It has been translated into 18 languages

Robert wrote the foreword to CUSTOMER SERVICE, edited by Fred Wiersema (The Discipline Of Market Leaders), which spotlights Southwest Airlines, Lands' End, and other companies.

Robert's book ANYTIME, ANYWHERE: How The Best Bricks-and-Clicks Businesses Deliver Seamless Service To Their Customers profiles the multichannel customer service of top companies, including Wells Fargo bank and FedEx, among others.

His newest book is CATEGORY KILLERS: The Retail Revolution and Its Impact on Consumer Culture, published by Harvard Business School Press.

Robert has contributed articles to the Wall Street Journal, The New York Times, U.S.A. Today, NASDAQ Magazine, and Women's Wear Daily.
Robert Spector speaker

Speaker Video

thumbnail
Robert Spector

Other speakers you might like:

Kate Morris

Beauty advocate Kate Morris, founder of Adorebeauty.com.au, started Australia’s first beauty e-commerce site in 1999 from a garage in Melbourne at the age of 21.

Starting with just $12,000 and two little known cosmetic companies on board, Adore Beauty has grown to more than 200 brands, 13,000 products, and hundreds of thousands of customers.

Scott Dutton

Scott is the Conflict Whisperer and the Fun Maker! Scott is known as the most engaging, insightful & fun speaker in the conflict resolution arena. He has presented to more than 10,000 professionals and is in high demand as a keynote speaker and workshop facilitator.

Scott has been awarded CSP (Certified Speaking Professional) designation - the highest international measure of speaking competence. He is accredited as one of Australia's top 100 certified speaking professionals by the Professional Speakers Australia (PSA) and is recognised by the Global Speakers Federation (GSF) as among the top 12% of professional speakers worldwide.

Pippa Hallas

Ella Baché is a respected skin care brand revered across the country. You may think you know its story, but there’s so much more to this brand than meets the eye.

It all started with a bold woman, a pot of wax and the decision to stand out in the foyer of David Jones.

Now, for the first time, CEO Pippa Hallas is opening up about the journey behind the brand, the disruptions, the innovations, the mistakes, the risks - and what it really takes to steer an 80 year old business through a rapidly changing world.

Andrea Slattery

Andrea, a visionary thinker in financial services and superannuation, offers compelling insights into corporate strategies, leadership and cross industry transformation. In conjunction with her Board appointments and involvement in innovation, technology and human resources, she focuses on how businesses can most effectively engage with their customers and clients via multi-channel and new age service models.

Starting her career in accounting and academia, for the past 14 years, as Founder, Managing Director and CEO of the SMSF Association, Andrea has built a national and international reputation as a prime mover in building Australia’s superannuation and retirement income systems to be the third best in the world.

She is recognised as a thought leader in Australia’s Superannuation and Finance Service sectors and is the face and voice of SMSF. Andrea is significantly involved in the Finance and SMSF sectors, building integrity, best practice standards for advice, education, and advocacy through her participation in and membership of a range of advisory committees to Government, Treasury and the Regulators.Andrea was awarded ‘Woman of the Year’ – Money Management | Super Review, Australian Women in Financial Services Awards 2014.

As the face of the SMSF Industry she has a significant experience speaking to CEOs and industry leaders and is a commanding on-stage presence.

Alex Allwood

Alex Allwood is regarded as one of Australia’s leading authorities on customer experience. An engaging speaker and presenter, Alex’s customised conference keynotes, seminar presentations and workshops are described as ‘powerful, inspiring and actionable’.

Back to Top /**/