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ROBERT SPECTOR
BEST-SELLING BUSINESS AUTHOR & INTERNATIONAL SPEAKER
Robert gives keynote presentations and conducts customized customer-service workshops for a vast cross-section of companies and organizations throughout the world.
He is best known for writing the national 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.
The Nordstrom Way spent 17 weeks on the Business Week Bestseller List, and was nominated for the Booz Allen Hamilton/Financial Times Global Business Award. It has been translated into Japanese, Korean and Chinese. Tom Peters called The Nordstrom Way, “A real winner,” and Business Week said it “bubbles with customer service insights.”
Robert’s newest take on this world-class retailer is THE NORDSTROM WAY TO CUSTOMER SERVICE EXCELLENCE: A Handbook for Implementing Great Service in Your Organization. This book updates the original THE NORDSTROM WAY, and features new interviews with top Nordstrom executives and salespeople, as well as unique customer-service training excercises.
Robert’s talks break down the elements of the Nordstrom philosophy and explain how they can be adapted for virtually every kind of organization.
His book, CATEGORY KILLERS: The Retail Revolution and Its Impact on Consumer Culture, analyzes modern retail’s most influential players—including Wal-Mart, Costco and Home Depot—and guides readers down the aisles of retailing history and reveals what’s in store for the the future.
Robert is also the author of AMAZON.COM: GET BIG FAST: Inside The Revolutionary Business Model That Changed The World and ANYTIME, ANYWHERE: How the Best Bricks-and-Clicks Businesses Deliver Seamless Service to Their Customers.
Robert also wrote the foreword to CUSTOMER SERVICE , the second in HarperBusiness’s “Business Masters” series. Edited by Fred Wiersema, co-author of THE DISCIPLINE OF MARKET LEADERS , the book spotlights Southwest Airlines, Charles Schwab, Lands’ End, American Express, Staples and United Services Automobile Association. 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.
He is the author of corporate histories of an eclectic array of companies, including Chevron, Eddie Bauer, Kimberly-Clark, and the Space Needle.
Robert has written on business for the Wall Street Journal, USA Today, UPI International, NASDAQ Magazine, Customer Service Management and Corporate University Review ; fashion for Women’s Wear Daily and Details , and civil liberties for Parade ; and has been a ghostwriter for Dr. Joyce Brothers. His humor writing has been published in The New York Times, Sports Illustrated and National Lampoon , and performed by Don Imus and Stiller & Meara.
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, Lancaster, Pennsylvania. He lives in Seattle with his wife, Marybeth, and their daughter, Fae.
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