Robert Spector
Customer Service and Customer Delight, and author of The Nordstrom Way

Robert Spector is one of the world's leading experts on service management and customer delight. The author of the best-selling book, The Nordstrom Way as well as Amazon.com: Get Big Fast; Lessons from The Nordstrom Way; and the soon-to-be-released Anytime, Anywhere: Delivering Seamless Service in a Multi-Channel World, Robert is a Seattle-based business speaker, writer, and observer of corporate cultures.

He provides lively, fast-moving, humorous, and instructive presentations filled with personal and professional anecdotes of customer service at the globe's top companies.

The only journalist ever given total access to the inner workings of the Nordstrom culture, Robert provides talks around the world that break down the elements of the Nordstrom philosophy and explain how they can be adapted for virtually every kind of organization. His audiences have ranged from Cadillac to the Red Cross, and he has been a television guest on CNNfn, CNBC, Bloomberg Business and numerous radio interview shows across the U.S. The Nordstrom Way has been translated into Japanese, Korean and Chinese.

Robert's acclaimed book and accompanying program, Amazon.com: Get Big Fast: Inside The Revolutionary Business Model That Changed The World, takes audiences inside this Internet giant, explaining how the company tailored existing technology to suit its needs and developed its own software when "off-the-shelf" products wouldn't do. Robert shares stories of Amazon.com's overachieving founder, Jeff Bezos; going beyond the media hype, we find a man who has both a grand plan and the skills and imagination to implement it. Most importantly, Robert will tell your audiences how they can start right now to "get big fast."

Robert's book and its corresponding keynote, Lessons From The Nordstrom Way: How Companies are Emulating the #1 Customer Service Company, shows how companies of any size and in any industry are giving world class customer service-and how yours can too.

His newest book and session are entitled Anytime, Anywhere: Delivering Seamless Service in a Multi-Channel World in which Robert provides lessons from the best bricks-and-clicks businesses on becoming a service powerhouse.

Robert's programs include:

• The Nordstrom Way
• Lessons From The Nordstrom Way
• Amazon.Com: Get Big Fast
• Anytime, Anywhere: Delivering Seamless Service in a Multi-Channel World

Travels From: Seattle, WA

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