Author. Speaker. Customer Service Authority
Robert has contributed articles to many publications, including The New York Times, The Wall Street Journal, Sports Illustrated, Women’s Wear Daily, Details, and National Lampoon. He has been a guest expert on national and local television, radio, and Internet programs, and is quoted in publications throughout the world.
A native of Perth Amboy, New Jersey, and a graduate of Franklin & Marshall College in Lancaster, Pennsylvania, Spector teaches at Western Washington University in Bellingham, Washington, drawing from the work he’s done on Seattle-based retail icons including Nordstrom, Amazon.com, Starbucks and Costco.
“Robert is engaging, innovative and motivating!”
– Scott Shainman, President, Getac North America
After spending a couple of decades connecting with people at industry conferences, organizational meetings, and company retreats all over the world, Robert has learned three absolute truths about audiences:
- They want to enjoy the speaker.
- They want a few good laughs.
- They want easy-to-implement tools for creating a world-class customer experience.
It’s not easy. If it was, everybody would do it.
Robert’s presentations are built around his series of four books under the umbrella title of The Nordstrom Way. Privileged as the only journalist given access to the inner-workings of how Nordstrom does business, he has spent untold hours talking with this successful family.
He includes lessons from the Seattle-based icons Amazon, Starbucks, and Costco, as well as from small, independent retailers featured in his book The Mom & Pop Store.
Robert believes strongly that customers expect a special experience, whether they buy online or in person, from Amazon, Nordstrom, or the little shop on the corner.