2022 Virtual Keynote:
The Nordstrom Way to Surviving and Thriving

120 Years of Challenges and Changes
“Where do we go from here?”

Is your organization asking that question?
Nordstrom has survived and thrived for 120 years by following the F.A.C.T.S.

  • Flexibility
  • Adaptation & Agility
  • Communication
  • Transformation
  • Social Responsibility

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.

Robert’s humor and storytelling were just what we needed.
- Marin Community Foundation


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’s ideas for optimizing the customer experience struck a receptive chord with Infiniti retailers.”
—Infiniti USA

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, 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.”

“I read your book. I thought you did a good job.”
—Jeff Bezos said to Robert Spector on October 10, 2000 in Stockholm, Sweden, where they were both featured speakers at the New Economy Forum.

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.

  • You understood our customer issues and were able to provide a framework by which our team could understand the implications for providing outstanding customer service.

    Pfizer Pharmaceuticals Group
  • Your brainstorming session was empowering for the managers, many of whom commented about their eagerness to share the outcomes with their teams.

    Charles Schwab Institutional
  • Robert’s insights were most informative. Our audience enjoyed hearing his perspectives.

    J.D. Power and Associates
  • When it comes to customer service, Robert practices what he preaches.

    McKesson Corporation
  • Robert’s entertaining and inspiring keynote presentation resonated with attendees at Starwood’s Leadership Conference. We received many positive comments about his message of customer service and the importance of teamwork and collaboration.

    Starwood Hotels and Resorts
  • Robert has a unique ability to inspire and motivate, and his ability to tell the story is second to none.

    Frost & Sullivan Consulting
  • Robert did an excellent job connecting with our audience of luxury real estate professionals. Our group loved him! Nothing but glowing reviews.

    Who’s Who in Luxury Real Estate



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