The very best in customer service for 2011

4 Comments | This entry was posted in Events, Retail Companies

Retail’s BIG ShowLong before retailers were discussing mobile, the internet, or even barcodes, they were talking about customer service. That mainstay of the retail industry continues to be as important as it ever – and the industry continues to recognize and honor those that do it best.

During this year’s Annual Retail Industry Luncheon at Retail’s BIG Show, the results were announced for the 2011 NRF Foundation/American Express Customers’ Choice Survey. Over 9,000 consumers were asked which retailer they thought delivers the best customer service overall. Similar to last year’s results, the top ten represent a breadth of the retail industry. From pure-play Amazon.com to 100+ year-old Nordstrom, it’s clear that customer service is important to every kind of retailer. This year’s video reveals the top ten winners and explains why each of them stood out to consumers.

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4 Comments

  1. avatar Maithreye
    Posted January 18, 2012 at 5:37 am | Permalink

    Consumers seem to prefer purchasing online not only becasue of the ease and convenience, but also to cut down on their fuel costs. While this is true, the awards reflect that online retailers are moving ahead in race to big box retailers.

  2. Posted January 18, 2012 at 12:24 pm | Permalink

    This survey needs to be reworked and split between online and bricks and mortar stores. In the rosy glow of the Big Show to celebrate the online giant most likely to accelerate the death of several chains. Though 90% of business is still done in stores, most of the ones on this list were online.

    Retail- It’s About People, Not Computers.

  3. Posted January 21, 2012 at 6:03 pm | Permalink

    I am amazed to see LL Bean, JC Penny, Amazon while true customer-centric brands such as Ralph Lauren, Louis Vuitton etc were not on the list. I believe that this award needs to be divided into specific customer spending groups. The current set up is a mass play and not useful for benchmarking to the rest of retail.

  4. Posted March 17, 2012 at 4:20 pm | Permalink

    Too often customer service is seen as an overseas call-center. It couldn’t be further from the truth. Every organization interacting with customers online, in person, or through some other process is in the business of customer service.

    Disney does service. Amazon.com does service. Nordstroms does service. Your local grocery store does service. Some know it better and execute it better than others. The better the execution, the more delighted we are at the prospect of working with them.

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