The Nordstrom Way to Customer Experience Excellence
Creating a Values-Driven Service Culture
“Culture and values drive Nordstrom’s legendary customer experience. Spector shows how Nordstrom does it—and how your organization can do it, too.”– Shep Hyken, customer service expert and New York Times bestselling author of The Amazement Revolution
A completely new book that updates Robert’s “The Nordstrom Way” trilogy
What makes Nordstrom, Nordstrom? Robert Spector, the foremost authority on this world-class customer service powerhouse, breaks down the key elements that have enabled Nordstrom to survive and thrive since 1901. Nordstrom’s empowerment corporate culture is built upon essential values that promote doing good and doing well. Nordstrom believes that taking care of its employees pays dividends for customers, stakeholders, and shareholders. That’s why this company annually makes Fortune‘s “Best Companies to Work For” and “Most Admired” lists. Do you want to become the Nordstrom of your industry? Robert shows you exactly how to do it.
Get Big Fast
Who is Jeff Bezos? Where did he come from? How did he create the world’s most disruptive company and become the richest man in the world? Robert interviewed the people who were there at the creation and tells the story in a compelling and entertaining way. This is the book that every Bezos biographer starts with.
“Robert Spector tells the Amazon story with exceptional acuity and journalistic flair. This book will be a business history classic.”– Philip Kotler, Professor of International Marketing, J.L. Kellogg Graduate School of Management, Northwestern University.
THE MOM & POP STORE
True Stories From the Heart of America
A salute to the heroic, entrepreneurial, independent retailers that help form—and distinguish—your community and mine.
“We need more mom and we need more pop. Do you want to know why? Because they care. Caring matters. If you need proof, Robert Spector has it.”– Seth Godin, author of This is Marketing: You Can’t Be Seen Until You Learn To See
In this self-described “sort-of” memoir, Robert describes growing up in his dad’s butcher shop in Perth Amboy, New Jersey, and the life lessons he learned “when I didn’t think I had been paying attention.” This book is also a road story, as Robert traveled the USA and beyond to interviewed 50 diverse independent shopkeepers—from same-sex restaurateurs in Philadelphia to a 5th generation butcher shop in Cincinnati to a 300-year-old hat shop in central London.
How the Best Bricks-and-Clicks Businesses Deliver Seamless Service to Their Customers
In 2001, Robert foretold the dominance of the omnichannel experience. In “Anytime Anywhere,” he reveals the accomplishments and mistakes of the early adapters, and explains how the real winners are companies that provide a unified customer experience across all touchpoints.
“Spector does the seemingly impossible: explains how to align the channels of your business. This book will enable you to provide the highest level of customer service.”– Guy Kawasaki, Marketing specialist, venture capitalist and author of Rules for Revolutionaries.