Author of the business classic The Nordstrom Way: The Inside Story of America’s Number One Customer Service Company, Robert offers inspirational keynote presentations, customized workshops, webinars, and interactive online training in world-class customer service. He breaks down the elements of the Nordstrom philosophy of customer service excellence and explains how they can be adapted for virtually every kind of organization—including yours.
Robert also includes examples from other companies including Amazon.com (which he profiled in his international bestseller, Amazon.com: Get Big Fast) and Starbucks.
Robert has been involved in customer service since the age of 13, when he first went to work in his mother and father’s butcher shop in the farmers’ market in Perth Amboy, New Jersey. Working alongside his parents, he learned firsthand what it takes to take care of customers—and to keep them loyal. Those lessons inspired his latest book, The Mom & Pop Store, which features interviews with successful independent retailers from all over the world. Robert believes that the elements of world-class customer service are the same, whether they come from Spector’s Meat Market, Amazon.com, or Nordstrom.
Robert is recognized around the world as the ultimate authority on The Nordstrom Way To Customer Service Excellence. His book is the first and only up-close and personal look at how this company became the national standard of customer service. BusinessWeek said it “bubbles with customer service insights.”
Robert customizes his presentation for each and every client. Before the date of the presentation, he speaks extensively with the client to understand the client’s business model and to discern the client’s particular customer-service challenges.
As a former comedy writer, whose humor has been published in National Lampoon, Sports Illustrated, and The New York Times, Robert creates presentations that are seasoned with amusing stories that illuminate and reinforce the necessity for great customer service. His goal is to make sure that his audiences both laugh and think.
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