How has Nordstrom survived and thrived since its founding in Seattle as a modest shoe store in 1901? By constantly dealing with whatever challenges come their way—two world wars, the Great Depression, various recessions, the ever-changing world of fashion, Amazon, the aftermath of the George Floyd killing, and COVID-19. Robert Spector, author of the classic bestseller The Nordstrom Way, offers keys to how this venerable Pacific Northwest icon perseveres. The new book describes a culture centered around the acronym F. A. C. T. S.: Flexibility, Agility, Communication, Transformation, Social Responsibility.
Robert Spector is an international keynote speaker, and author of the business classic THE NORDSTROM WAY: The Inside Story of America's Number One Customer Service Company. BusinessWeek magazine said, "For anyone looking to understand customer service at its best, this book bubbles with insights." He completely revised and rewrote the original book in 2005, 2012 and 2017.
His current book is THE CENTURY-OLD STARTUP: The Nordstrom Way of Embracing Change, Challenges and Customer Service, which details how Nordstrom has stayed relevant since its founding in 1901.
His other books include AMAZON.COM: GET BIG FAST and THE MOM & POP STORE: True Stories From the Heart of America, a memoir of practical lessons learned working in his family's butcher shop in Perth Amboy, as well as stories of independent retailers from all over the U.S., including Village Brooks. A graduate of Franklin & Marshall College in Lancaster, Pennsylvania, Spector has taught at Western Washington University, drawing on the work he's done on Seattle-based icons Nordstrom, Amazon, Starbucks, Costco, and Pearl Jam.
