THE SEATTLE EFFECT: CUSTOMER EXPERIENCE LESSONS FROM AMAZON, STARBUCKS, NORDSTROM, AND PEARL JAM
Thursday, Nov 14 | 9:00 AM - 9:45 AM | Room 2 | Admission to Exhibitors
CMP-IS Domain A: Strategic planning, 0.45 CEs
Seattle is home to an all-star array of top customer-focused organizations. What's in the water of Puget Sound to create these iconic brands? It's the desire to create an unforgettable experience for their patrons--whether ordering a latte or attending a rock concert. And it's all based on constant communication, which helps to ensure loyalty. Robert Spector, author of the forthcoming book "The Seattle Effect," will explain it all with his trademark entertaining, amusing, and informative keynote presentation.
Attendees will learn:
How to focus on customer needs; not company needs.
How to communicate so that both sides are heard and understood.
Creating a customer-obsessed culture that results in the long-term loyalty of employees and customers.
About Robert Spector
I have been involved in customer service since the age of 13, when I started working in my family butcher shop--Spector's Meat Market--in Perth Amboy, New Jersey. My parents, Fred and Florence Spector, taught me what it takes to take care of customers in order to maintain their loyalty over many decades.
I help organizations around the world create their ultimate customer service experiences to become the Nordstrom of their respective industry. Previous clients for my customized keynote presentations and workshops include for-profit and non-profit organizations such as Salesforce.com, Porsche USA, McKesson, Kaiser Permanente, and Edward Jones.
As the author of "The Nordstrom Way" book series, I am constantly revising my presentation to reflect Nordstrom's constant quest to innovate and adapt. My all-new take on the company is "The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture," which was selected by Forbes as "Top Business Book of the Year".
My book "Amazon.com: Get Big Fast," the first book on the company, was proclaimed by Professor Philip Kotler "a business history classic." My other books include "Anytime, Anywhere," the first book on multi-channel customer service, and "The Mom & Pop Store: True Stories from the Heart of America."
Drawing on lessons from the companies I've written about for my keynote presentations and workshops, I believe the elements of world-class customer service are the same, whether they come from Spector’s Meat Market, Amazon.com, or Nordstrom.
My articles and editorials have appeared in The New York Times, The Wall Street Journal, USA Today, Sports Illustrated, National Lampoon, Parade, Women's Wear Daily, The Robin Report and many other publications, print and online.
Contact me directly at info@TheRobertSpector.com or firstname.lastname@example.org
Specialties: Customer Service, Customer Experience, Keynote Presentations, Employee Experience, Entertaining Presentations.