Webinar LIVE

Monday, March 22, 2021 ( 4:30 pm - 5:30 pm CET)

The Nordstrom way to customer experience excellence: creating a values-driven service culture

During this webinar, Robert Spector will analyse the core values that should guide a company in its relationship with its customers; then he will give a practical insight through the study of the "Nordstrom way" and its extraordinary customer service.
He will highlight the corporate culture values that have enabled Nordstrom to achieve excellence in customer service. These core values, actually, have allowed Nordstrom to survive and adapt to every change in the marketplace since 1901. Mr. Spector will then explain how Nordstrom's approach can be replicated in any organization and in any industry: values as respect, trust, compensation and even fun, are the foundation of a culture in which employees have the ability to deliver an excellent customer experience.
Specifically, the following topics will be addressed:
  • how to become the Nordstrom of your industry
  • the nine values that define a customer-focused culture
  • examples of how to provide excellent service and experience across different channels.


Monday, March 22, 2021
4:30 pm - 5:10 pm CET
Speech by Robert Spector
5:10 pm - 5:30 pm CET

Robert Spector

Robert Spector

Book writer

Considered one of the leading experts on customer and employee experience, he is the author of the bestseller "THE NORDSTROM WAY: The Inside Story of America's Number One Customer Service Company," selected by Forbes as the "Top Business Book of 2017." His books also include "Amazon.Com: Get Big Fast - Inside the Revolutionary Business Model That Changed the World" (2000) and "The mom & pop store: True Stories From the Heart of America" (2009), as well as the upcoming new book "The Seattle Effect."