Customer Service and Loyalty Guru on The Nordstrom Way. His book was selected by FORBES magazine as “Top Busines Book of the Year”

Robert Spector

Robert Spector is an international keynote speaker, thought leader, and author of the business classic The Nordstrom Way: The Inside Story of America’s Number One Customer Service Company. BusinessWeek magazine said, “For anyone looking to understand customer service at its best, this book bubbles with insights.”

His other books include: Get Big Fast: the definitive story of the origins of Amazon, which has been translated into 18 languages, and The Mom & Pop Store: a memoir of practical lessons learned working in his family’s business Spector’s Meat Market in Perth Amboy, New Jersey.

He is currently working on The 120-Year-Old Startup: The Nordstrom Way of Embracing Changes, Challenges and Culture.

Robert has contributed articles to many publications including The New York Times and The Wall Street Journal. He has been a guest expert on national and local television, radio, and Internet programs, and is quoted in publications throughout the world.

A graduate of Franklin & Marshall College in Lancaster, Pennsylvania, Robert teaches at Western Washington University in Bellingham, Washington, where he resides.

Robert believes that the principles of customer service are the same, whether they’re from Nordstrom, Amazon or Spector’s Meat Market.

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