The Nordstrom Way To Customer Experience Excellence
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
Creating And Telling Your Company Story
Developing A Compelling Narrative About Who You Are, How You Started, What You Stand For, And Your Purpose And Vision, Is The Foundation For Building An Authentic And Powerful Company Culture And Brand. Learn How To Tell Your Story To Your Employees, And Infuse Your Culture With That Story. Then Discover How That Story Can Be Reflected Outward To Your Customers In Meaningful Ways.
Creating Great Customer Experiences
To Create The Ultimate Customer Experience, You Must View Your Business Through The Eyes Of Your Customer. Would You Want To Be A Customer Of Your Organization? Learn How To Deliver A Consistently Inviting, Helpful And Easy Experience Across All Touchpoints. It’s More Than Generating Quality Transactions, It’s About Building Lasting Relationships.
Multi-channel Touchpoints
Today’s Customers Want Companies To Know Them – Their Preferences, Their Purchases, Their History, And Their Credit Card Numbers—across All Channels. They Want The Same Brand Experience Whether In Store, Online Or On The Phone. The Customers Who Spend The Most Money And Shop The Most Often Tend To Shop Multi-channel. Learn How To Create A Seamless Customer Service Experience.
Building A Culture Of Customer Service Excellence
World-class Customer Experiences Are Created From The Inside Of An Organization Out. Discover A Wealth Of Ideas For Creating A Great Customer Service Culture.
