Robert Spector, an international keynote speaker, thought-leader, and best-selling author, will speak about “The Nordstrom Way to Customer-Experience Excellence: Creating a Values-driven Service Culture” during NRC Health’s 28th Annual Symposium on August 21–23 in Seattle. 

Nordstrom is synonymous with stellar customer service and experience—both in-person and online. The 121-year-old retailer never rests on its laurels, and its reputation shows it. Nordstrom leadership knows that customer relations are fragile, so they must be positively reinforced with every transaction. Spector, author of a series of four books under the umbrella title of The Nordstrom Way, will detail the values by which Nordstrom runs its business, and explain how those values can be applied to your healthcare organization. 

Spector’s other books include Amazon.com—Get Big Fast: Inside the Revolutionary Business Model That Changed the World, which has been translated into 18 languages; The Mom & Pop Store: True Stories from the Heart of America, a memoir of practical lessons learned working in his family’s butcher shop in New Jersey, as well as stories of independent retailers from all over the U.S., Tokyo, and London; and Anytime Anywhere: How the Best Bricks-and-Clicks Businesses Deliver Seamless Service to Their Customers, the groundbreaking book on omnichannel customer service.  

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 worldwide. A graduate of Franklin & Marshall College in Lancaster, Pennsylvania, Spector has taught at Western Washington University in Bellingham, Washington, drawing upon his work on Seattle-based icons Nordstrom, Amazon, Starbucks, Costco, and Pearl Jam. 

Register now—you won’t want to miss this energetic presentation!