Robert Spector is author of the business classic "The Nordstrom Way: The Inside Story of America’s Number One Customer Service Company." BusinessWeek magazine said the book had many insights into customer service.
He completely revised the original book in 2005 and again in 2012 to produce the first and second editions of "The Nordstrom Way to Customer Service Excellence: The Handbook for Becoming the Nordstrom of Your Industry."
In 2017, Spector came out with an all-new third edition, titled "The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture," which Forbes Magazine selected as the Top Business Book of 2017.
Spector is also the author of "Amazon.com: Get Big Fast," "The Mom & Pop Store: True Stories From the Heart of America," and "Anytime Anywhere: How the Best Bricks-and-Clicks Businesses Deliver Seamless Service to their Customers."
Since 1995, he has been a professional speaker to a vast array of companies, organizations, governmental agencies, non-profits, trade associations, conventions, corporate retreats, and special meetings in 27 countries.
Spector 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 graduate of Franklin & Marshall College in Lancaster, Pennsylvania, Spector teaches at Western Washington University in Bellingham, Washington, drawing on the work he’s done on Seattle-based icons Nordstrom, Amazon.com, Starbucks, Costco, and Pearl Jam.
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