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Biography

Robert Spector is widely recognized as the world’s leading independent authority on Nordstrom—the iconic company long regarded as America’s gold standard for customer service.

He is the only journalist ever granted deep access to the inner workings of the Nordstrom culture and the only author to interview three generations of the Nordstrom family. For more than three decades, he has chronicled the company’s evolution, writing four editions of The Nordstrom Way (1995, 2005, 2012, 2017), each reflecting how great organizations adapt without losing their soul.

Robert’s newest book, The Century-Old Startup, reveals how Nordstrom has remained innovative for more than 125 years—by combining focus, agility, and an unwavering commitment to people.

Known on stages around the world as “The Nordstrom Whisperer,” Robert has delivered engaging, story-driven keynotes in 30 countries. His presentations blend business insight, historical perspective, and actionable takeaways that leaders can apply immediately.

He is also the author of Amazon.com: Get Big Fast, the first book on the ultimate disruptor, and his memoir, The Mom & Pop Store: True Stories From the Heart of America. Robert’s writing has appeared in The New York Times, The Wall Street Journal, Sports Illustrated, and more.

A native of Perth Amboy, New Jersey, and a graduate of Franklin & Marshall College, Robert teaches at Western Washington University and continues to study the culture of Seattle-based innovators including Nordstrom, Amazon, Starbucks, Costco—and even Pearl Jam.

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Videos

https://vimeo.com/488146431
https://vimeo.com/363024438

Speech TopicsExpand each topic to learn more

The Century-Old Startup: The Nordstrom Way of Embracing Change, Challenges and a Culture of Customer Service

This speaker tailors this topic for each event. Please let us know if you'd like us to source a topic description.

The Nordstrom Way: Creating a Values-Driven Service Culture

This speaker tailors this topic for each event. Please let us know if you'd like us to source a topic description.

The Seattle Effect: Lessons from Amazon, Starbucks, Nordstrom, Costco & Pearl Jam

This speaker tailors this topic for each event. Please let us know if you'd like us to source a topic description.

The Mom & Pop Store: Wisdom from The Neighborhood

This speaker tailors this topic for each event. Please let us know if you'd like us to source a topic description.

Testimonials

You understood our customer issues and were able to provide a framework by which our team could understand the implications for providing outstanding customer service.
– Pfizer Pharmaceuticals Group
Your brainstorming session was empowering for the managers, many of whom commented about their eagerness to share the outcomes with their teams.
– Charles Schwab Institutional
When it comes to customer service, Robert practices what he preaches.
– McKesson Corporation
Robert’s insights were most informative. Our audience enjoyed hearing his perspectives.
– J.D. Power and Associates
It was a great pleasure to have you with us at our conference in Alicante, Spain. You really left a deep impression. Many people were citing you during the event. Back home in Switzerland, we received a lot of emails from conference participants with your statements included.
– DSM Nutritional Products
I highly recommend this talk for any company that has a customer.
– BAE Systems
Robert’s entertaining and inspiring keynote presentation resonated with attendees at Starwood’s Leadership Conference. We received many positive comments about his message of customer service and the importance of teamwork and collaboration.
– Starwood Hotels and Resorts
Your message was timely and fit in well with the overall message of our conference.
– Edward Jones Investments
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Booksby Robert Spector

The Century-old Startup

The Century-old Startup

The Mom & Pop Store

The Mom & Pop Store

The Nordstrom Way

The Nordstrom Way

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