Introduction/One-line Summary:
Author of the recently published business history classic "AMAZON.COM: Get Big Fast" and the national bestseller, "THE NORDSTROM WAY: The Inside Story of America's #1 Customer Service Company."

Key Speech Topic:
Robert specializes in speaking about the two fascinating companies: Amazon.com and Nordstrom. Amazon.com, the poster child for electronic commerce, has set the example for customer service for on-line retailers, and represents the quintessential story of Internet entrepreneurship. Nordstrom has long been the gold standard for customer service, and its example has inspired companies and organizations in every walk of life.

Profile:
Robert Spector, a Seattle-based business writer and speaker, is an observer of corporate cultures. He is the author of corporate histories of an eclectic array of companies, including Chevron, Eddie Bauer, Kimberley-Clark, Nordstrom and Amazon. He is a corporate storyteller with a dry sense of humor. A former comedy writer (who still writes the occasional humor piece), Robert offers audiences a lively, fast-moving presentation filled with personal and professional anecdotes that are entertaining, humorous, touching and enlightening. Some stories will make you laugh, others will bring a tear to your eye.

He is best known for writing the national bestseller, THE NORDSTROM WAY:
The Inside Story of America's #1 Customer Service Company, the first and only up-close and personal look at how this company became the national standard of customer service. Robert is the only journalist ever given total access to the inner workings of the Nordstom culture.

The Nordstrom Way spent 17 weeks on the Business Week Bestseller List, and was nominated for the Booz Allen Hamilton/Financial Times Global Business Award. It has been translated into Japanese, Korean, and Chinese. Tom Peters called The Nordstrom Way, "A real winner," and BusinessWeek said it "bubbles with customer service insights." As an international speaker on Nordstrom's culture of customer service, Robert breaks down the elements of the Nordstrom philosophy and explain how they can be adapted for virtually every kind of organization. He has been a television guest on CNNfn, CNBC, Bloomberg Business and numerous radio interview shows across the U.S.

His follow-up book LESSONS FROM THE NORDSTROM WAY:
How Companies are Emulating the #1 Customer Service Company, shows how companies of any size and in any industry are giving world-class customer service.

Robert is also the author of the recently published AMAZON.COM:
Get Big Fast: Inside The Revolutionary Business Model That Changed The World. Professor Philip Kotler of Northwestern University called the book "a business history classic", and Patricia Seybold, author of CUSTOMERS.COM said, "This is a must read for any serious player in the Internet Economy. Jeff Bezo's fanatical focus on the total customer experience is the key takeaway."

Length of Speech:
45 minutes to half-day workshop

Fee range:
$10,000 to $17,500

Travel From:
Seattle, United States

Preview Tape:
Available upon request

Partial Client List:
J.D. Power & Associates, Pacific Bell, Solaris Health System, CASI, Cadillac Motor Car Division, Turner Broadcasting, International Customer Service Association

Customer Comments:
"I wanted to personally take a moment to express my gratitude for your excellent presentation....We hope that there will be an occasion for you to join our roster of industry leaders again in the near future."
J.D. Power 111, President, J.D. Power & Associates

"The response we've received from our customers to your comments regarding customer service has been overwhelming."
Robert Lee, President, Pacific Bell

"The department heads were very impressed with the facts you presented. Many of them thanked me, afterwards, and told me how motivated they felt after listening to you."
John McGee, President & CEO, Solaris Health System

"From the feedback we have received, the audience thoroughly enjoyed your presentation."
Diane Donohue, America West Show Director, America West - Regional Newspaper Operations and Technology Conference

"You are a true professional and your knowledge about customer service is something that every industry should attain."
Kim Edmondson, Account Executive, Turner Broadcasting

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Links:

Speakers Agent: eCustomerServiceWorld.com