The answers are in my latest book, The Century-Old Startup: The Nordstrom Way of Embracing Change, Challenges and a Culture of Customer Service.

As the author of the bestselling The Nordstrom Way book series, and an international speaker, I’ve spent the past quarter-century communicating with audiences all over the world about how Nordstrom’s never-ending quest to enhance the customer experience, and to stay relevant has created a 120-year legacy—and I help them apply The Nordstrom Way to their businesses. In its history, Nordstrom has faced all kinds of adversity: two world wars, the Great Depression, numerous recessions, and perpetually adapting to the fickle world of fashion. COVID 19 is one more challenge.

I offer in-person and virtual keynotes and workshops that will be specifically designed for your business and industry.

All businesses can become “The Nordstrom of” their respective industry, whether they’re offering a product or service. I’ve created customized keynote presentations for-profit and non-profit organizations such as, Porsche USA, McKesson, Kaiser Permanente, and Edward Jones. 

My most recent book, The Nordstrom Way to Customer Experience Excellence: Creating a Value-driven Service Culture, was selected by FORBES magazine as “Top Business Book of the Year.” 

My keynotes also include lessons from other Seattle-based icons, who will be the subjects of my next book: The Seattle Effect: The Winning Ways of Amazon, Starbucks, Costco, Nordstrom and Pearl Jam.

I have been involved in customer service since the age of 13, when I started working in my family butcher shop – Spector’s Meat Market – in Perth Amboy, New Jersey. My parents, Fred and Florence Spector, taught me what it takes to take care of customers in order to maintain their loyalty over many decades.

This literary gem brims with practical wisdom and transcends the confines of any industry. 

Simon T. Bailey, Author of Ignite the Power of Women in Your Life

A must-read for leaders and entrepreneurs who want to position their companies for credibility, relevance, uniqueness, and durability.

Joseph Michelli, Ph.D., New York Times #1 Bestselling Author of The New Gold Standard and The Airbnb Way
Book - the Century-Old Startup - The Nordstrom Way.

The Century-Old Startup

How has Nordstrom survived and thrived since its founding as a modest shoe store in 1901? By constantly dealing with whatever challenges come their way – two world wars, the Great Depression, various recessions, the everchanging world of fashion, the rise and impact of Amazon, the aftermath of the George Floyd killing, and the COVID-19 pandemic.