Robert Spector

Robert Spector is co-author of the business classic The Nordstrom Way: The Inside Story of America’s Number One Customer Service Company (John Wiley & Sons, 1995). BusinessWeek said, “For anyone looking to understand customer service at its best, this book bubbles with insights.”

He completely revised the original book in separate editions in 2005, 2012, and Fall 2017, with the publication of The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture, co-authored with breAnne O. Reeves.

Since 1995, Spector has been a professional speaker to a vast array of companies, organizations, governmental agencies, non-profits, trade associations, conventions, corporate retreats, and special meetings in 25 countries.

He is co-founder of RSi, a company that helps organizations create a values-based culture.

His other books include:

  • Amazon.com: Get Big Fast (HarperBusiness, 2000)—the definitive story of the e-commerce giant, which has been translated into 18 languages. Professor Philip Kotler called the book “a business history classic.”
  • Anytime, Anywhere: How the Best Bricks-and-Clicks Businesses Deliver Seamless Service to Their Customers (Perseus Publishing, 2002), which foretold by a decade the game-changing impact of omnichannel retailing. Guy Kawasaki noted: “Spector does the seemingly impossible: explains how to align your channels of business.”
  • Category Killers: The Retail Revolution and Its Impact on Consumer Culture (Harvard Business School Press, 2005), the first in-depth look at the impact of big box stores on how we buy. Paco Underhill said: “Spector is America’s preeminent retail historian, in the tradition of Stephen Ambrose.”
  • The Mom & Pop Store: True Stories From the Heart of America (Walker & Company, 2009), a memoir of practical lessons learned working in his family’s butcher shop. Seth Godin said, “We need more mom and we need more pop. Do you want to know why? Because they care. Caring matters. If you need proof, Robert Spector has it.”

Spector has contributed articles to many publications, including The New York Times, The Wall Street Journal, Sports Illustrated, Parade, USA Today, 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 widely quoted in publications throughout the world.

A graduate of Franklin & Marshall College, Spector teaches retail strategy at Western Washington University, drawing from the work he’s done on Seattle-based icons including Nordstrom, Amazon.com, Starbucks and Costco.