A master storyteller with a passion for customer-service culture, Robert has presented engaging keynote programs and half-day workshops to organizational gatherings in over 27 countries, from intimate retreats of 20 to industry conventions of over 2000.

Robert is acknowledged as the leading authority on the Nordstrom company. He is the only one to have interviewed three of the four generations of Nordstrom family leadership. His three-plus decades of studying this world-class, customer-obsessed company has yielded a series of books under the umbrella title of, The Nordstrom Way. The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Service Culture, was selected Top Business Book of the Year by Forbes magazine.