Robert Spector

Biography

Author of the business classic The Nordstrom Way: The Inside Story of America`s Number One Customer Service Company, Robert is recognized worldwide as the ultimate authority on customer service and the Nordstrom Way.

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, Nordstrom, or Amazon.com, the subject of his international bestseller Amazon.com: Get Big Fast.

Publications

THE MOM & POP STORE:
TRUE STORIES FROM THE HEART OF AMERICA

The Mom & Pop Store is 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.

With the backdrop of the growing "buy local" movement across the country, Robert set out to discover the state, and the state of mind, of independent retailing in America. From a specialty soda pop shop in Los Angeles to a florist shop in Dayton, Ohio, from a bakery in Chicago to a bookstore in Bellingham, Washington, mom & pop store owners share their stories, revealing the spirit and tenacity of the small business owner, dealing with frustration and defeat as well as triumph and success.

Titles

Customer Service + Engagement

The Wisdom of Mom & Pop Stores

How to Become the Nordstrom of Your Industry

The Future of Retail