Robert Spector
Primary Location:
Seattle, WA
Travel Option:
Based on Availability
Speakers Bureau:
Robert Spector:Customer Service
Robert Spector is the author of three books on customer service, and is an international speaker on the subject.
He wrote 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 Nordstrom culture. Business Week said it “bubbles with customer service insights.” He followed that up with LESSONS FROM THE NORDSTROM WAY: How Companies are Emulating the #1 Customer Service Company.
Robert authored Amazon.Com: GET BIG FAST: Inside The Revolutionary Business Model That Changed The World, which Philip Kotler has called “a business history classic.” Patricia Seybold, author of customers.com said, “Jeff Bezos's fanatical focus on the total customer experience is the key takeaway”.
He wrote the foreword to CUSTOMER SERVICE, edited by Fred Wiersema (The Discipline Of Market Leaders), which spotlights Southwest Airlines, Lands' End, and other companies.
His new customer service book is ANYTIME, ANYWHERE: How the Best Bricks-and-Clicks Businesses Are Delivering Seamless Service to Their Customers. The book features the multi-channel customer service strategy of an eclectic group of international companies including Wells Fargo, FedEx, Enron, San Francisco Giants, Lands' End, Recreational Equipment, Inc. and Tesco (the U.K.’s largest supermarket chain) among others.
Robert has reported on business for the Wall Street Journal, U.S.A. Today, U.P.I. International, and NASDAQ Magazine, fashion for Women's Wear Daily and Details, and civil liberties for Parade; and has been a ghostwriter for Dr. Joyce Brothers. His humor writing has been published in The New York Times, Sports Illustrated and National Lampoon, and performed by Don Imus and Stiller & Meara.
He is the author of the official corporate histories of Kimberly-Clark, Eddie Bauer, and Chevron.
A native of Perth Amboy, New Jersey., and a graduate of Franklin & Marshall College, Lancaster, Pennsylvania, Robert lives in Seattle with his wife, Marybeth, and their daughter, Fae.
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