Become the Nordstrom of Your Industry

The Nordstrom Way to Customer Experience Excellence

Creating a Values-Driven Service Culture

“The stories in this book will convince you that your organization has the potential to become the Nordstrom of your industry.”

Howard Behar, Retired President, Starbucks Coffee North America & Starbucks Coffee International, from the Foreword.

In this book we examine the core cultural values – trust, respect, loyalty and humility, among others – that have enabled Nordstrom to survive and thrive, adapt and innovate, for almost 120 years.

Values

If “vision” is the head, and “mission” is the heart, then “values” are the soul of your company's culture. The only way your organization can create a lasting customer experience culture is to hire people that share and embrace your core foundational values.

Trust

Trust

"We have a great chance of succeeding if everyone feels that they are in an environment that trusts them."

—Blake Nordstrom

Respect

Respect

"Our frontline people don’t work for us; we work for them. Our job is to support them in their job."

—James F. Nordstrom

Loyalty

Loyalty

"Some companies demand loyalty from personnel, but we felt that loyalty should first come from us to them. Loyalty is something earned, not expected."

—Elmer Nordstrom

Awareness

Awareness

"I learned to be more sensitive to what was happening around me, to notice what was hot and what was not, to be aware of what worked and what didn’t work. In order to run their own business, all of our entrepreneurial salespeople must have that level of awareness."

—Bruce Nordstrom

Humility

Humility

"We were raised selling shoes, which is a humble occupation. You’re down on your hands and knees, waiting on customers, which I find an appropriate position for our level of service."

—Bruce Nordstrom

Communication and Collaboration

Communication and Collaboration

"Our culture lives and breathes when we have communication flowing back and forth."

—Blake Nordstrom

Competition and Compensation

Competition and Compensation

"In our system, employees must have a competitive spirit because we start comparing them the day they walk in the door. That’s one of the best ways we know how to improve. If we have competitive people, we can accomplish something."

—James F. Nordstrom

Innovation and Adaptation

Innovation and Adaptation

"Customers increasingly expect a personalized experience that merges the richness of stores with the convenience of online."

—Blake Nordstrom

Have Fun and Give Back

Have Fun and Give Back

"Winning and success are fun and profitable, so why not devote that little extra effort?"

—Everett Nordstrom

"The happiest customers leave with Nordstrom bags in their hands."

—Bruce Nordstrom

Keynotes and Workshops

Robert Spector delivers keynote speeches and interactive workshops all over the world to industry conferences, trade shows, organizational gatherings, and corporate retreats. His audiences range from small businesses to non-profits to Fortune 500 companies. Whether engaging with a gathering of 20 or 2,000, Robert entertains and inspires his audiences with a combination of masterful storytelling and business insights. His keynotes detail The Nordstrom Way, a set of values and principles for customer experience excellence that he has created after decades of unparalleled access to the inner workings of America’s Number One customer experience company.

Robert’s keynote sets the stage for creating, encouraging, and maintaining a superior customer experience built on a non-negotiable set of core cultural values. By steadfastly encouraging and employing those values, which are built on trust and respect, your organization will:

  • Cultivate a culture dedicated to customer experience excellence
  • Support, recognize and reward the achievements of the people on your teams
  • Improve communication and collaboration at every level
  • Generate a better ROI on leadership, mentoring, and employee-orientation programs
  • Earn the enduring loyalty of team members, customers, partners and vendors through trust and respect, which are the foundation of long-term relationships
  • Continually innovate and adapt in order to stay ahead of your competition
  • Encourage having fun and giving back to your community
  • Become the Nordstrom of your industry

Consulting & Advisory

RSi knows what it takes to create values-driven cultures that produce and sustain meaningful stakeholder experiences. As thought-leaders, we bring out the strategy and inspiration that are crucial in creating values-driven cultures. We believe that making a series of small, but significant, changes across your organization creates a quantum leap in cultural transformation.

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TESTIMONIALS

J.D. Power and Associates

J.D. Power and Associates

– T.W. Shaver, Senior Partner

“We were honored to have Robert as a featured speaker at our J.D. Power and Associates – Wall Street Journal Leadership in Customer Service Roundtable in New York City. Robert’s enthusiastic presention on Nordstrom, along with the insights he shared on the importance of satisfying customers, were most infomative. Our audience enjoyed hearing his perspectives. ”

Frost & Sullivan

Frost & Sullivan

- Patrick Nugent, VP Customer Experience GIL

"The Frost & Sullivan Customer Contact West Executive Mind Exchange was a fantastic event, in no small part due to the Keynote speech by Robert Spector. Robert's ability to tell the story is second to none. His presentation was a highlight of the best Customer Contact summit in the world."

Starwood Hotels and Resorts

Starwood Hotels and Resorts

– Jennifer Bauchner, Director of Rooms and Sustainability

“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.”  

Turnabout Luxury Resale

Turnabout Luxury Resale

- Joy Mauro, Founder and CEO, Turnabout

"breAnne extracted insights from our staff that allowed us to understand the good and the bad about our company culture. Armed with that knowledge, breAnne provided easy-to-implement solutions for our leadership team that has enabled us to enhance Turnabout's employee experience, which in turn has empowered our staff to create a meaningful customer experience, one customer at a time.

Language Line Solutions

Language Line Solutions

- Scott Klein, CEO

"Robert held the audience in the palm of his hand as he guided us through the value of truly outstanding client service! He demonstrated how the principles of the Nordstrom culture can be applied to other industries."

Who’s Who in Luxury Real Estate

Who’s Who in Luxury Real Estate

- Kate Ledbetter, Director of Marketing and Events

"Robert did an excellent job connecting with our audience of luxury real estate professionals. He went above and beyond to make sure the message connected with their business. His information was relevant and on point with the values and principles of exceptional customer service. Our group loved him! Nothing but glowing reviews. Thank you Robert for a fabulous keynote address!

Woods Coffee

Woods Coffee

- Wes Herman, CEO, WOODS COFFEE

"On several projects breAnne has not only done what we agreed on, but she has thought about what other ways we could use what she has worked on to our benefit. This has led to opportunities, which opened doors and then ended with signed agreements to expand our business. breAnne is creative and caring while aggressive in finding ways to make things work. I appreciate it when people get what we do and can fit in so well."

Infinity

Infinity

– Barry Burris, Senior Manager Infiniti Training

“Robert Spector was a featured guest speaker for Infinti’s Leadership Summit Tour. His ideas for optimizing the customer experience struck a receptive chord with Infiniti retailers.”

Charles Schwab

Charles Schwab

-Ron Carter, Charles Schwab Institutional

“Your Presentation on Nordstrom and how to install the Nine Principles of Customer Service into our organization drew a tremendous response from the conference attendees. The brainstorming session was clearly empowering for the managers, many of whom commented about their eagerness to share the outcomes with their teams.”

BAE Systems

BAE Systems

– Dan London, Vice President GPX

“Anyone running a company or working for a company can benefit by learning how and why Nordstrom provides its level of customer service. You do not need to be in the retail business to understand the value of customer service. We are in the business of selling software, and I found your talk informative, educational, humorous, and inspiring. I highly recommend this talk for any company that has a customer.”

Telekom Malaysia

Telekom Malaysia

- Sity Nurul Aysadha Taijuddin, Assistant General Manager

"Your talk on Nordstrom was perfectly understood and it will inspire us to deliver excellent customer service. We hope to have more opportunities to collaborate with you in the near future."

Robert's Groundbreaking Books

The Nordstrom Way to Customer Experience Excellence

Creating a Values-Driven Service Culture

An all-new book that examines Nordstrom’s core cultural values, which has enabled the company to survive and thrive for almost 120 years

“The stories in this book will convince you that your organization has the potential to become the Nordstrom of your industry.”

-Howard Behar, Retired President, Starbucks North America and Starbucks International

The Mom & Pop Store

True Stories From the Heart of America

A celebration of the history of small, independent retail and the story of how these shops thrive on attentive customer service and community support for local businesses.

“Every business lesson my dad ever taught me was built around the idea of treasuring every single customer. The resourceful entrepreneurs you’ll meet in this captivating book live by that simple but powerful idea.”

– Bruce Nordstrom, Chairman Emeritus, Nordstrom, Inc.

Amazon.com

Get Big Fast

When Jeff Bezos launched Amazon.com, he changed the face of commerce forever. In this detailed, eye-witness account, Robert Spector tells how the company was created to become the ultimate disrupter in virtually all aspects of world business.

“Robert Spector tells the Amazon story with exceptional acuity and journalistic flair. This book will be a business history classic.”

– Philip Kotler, Professor of International Marketing, J.L. Kellogg Graduate School of Management, Northwestern University.

Anytime Anywhere

How the Best Bricks-and Clicks Businesses Deliver Seamless Service to Their Customers

Robert Spector predicted the ascendance of the omnichannel consumer experience and profiles the successes and missteps of the early adapters.

“Spector does the seemingly impossible: explains how to align the channels of your business. This book will enable you to provide the highest level of customer service.”

-Guy Kawasaki, Marketing specialist, venture capitalist and author of Rules for Revolutionaries.

Category Killers

The Retail Revolution and its Impact on Customer Culture

“Robert Spector is America’s preeminent retail historian. This book is the most effective dipstick we have on where we have been and where we might go.”

-Paco Underhill, Founder and CEO, Envirosell Inc.

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