Is your organization asking that question?
Nordstrom has survived and thrived for 120 years by following the F.A.C.T.S.
My brand new Virtual Keynote explains how your organization can learn from a world-class company that has spent more than a century embracing change while never taking their eye off the ultimate judge: the customer.
A master storyteller with a passion for his clients, Robert has presented engaging keynote programs and half-day workshops to organizational gatherings in over 27 countries, from intimate retreats of 20 to industry conventions of over 2000.
Robert is acknowledged as the leading authority on the Nordstrom company. He is the only one to have interviewed three of the four generations of Nordstrom family leadership. His three decades of studying this world-class, customer-obsessed company has yielded a series of books under the umbrella title of, The Nordstrom Way. The most recent version, The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture, was selected Top Business Book of the Year by Forbes magazine.
Robert has been a keen observer of Jeff Bezos and the evolution of Amazon since its launch in 1995. His international bestseller, Amazon.com: Get Big Fast (published in 2000) details the origins of the world’s most disruptive company. Translated into 16 languages, the heavily-researched, fast-moving case study explains how Bezos knew that continual evolution was key to survival. Key to that evolution is an unrelenting commitment to customer service.
There are many lessons to learn from Amazon, particularly Bezos’s mantra that it’s always “DAY ONE.”
Robert teaches a class at Western Washington University that examines how retailers throughout modern history either evolve or die, and looks at how the survivors continually find ways to evolve.