Customer Service Tops NRF Agenda

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RETAILWIRE DISCUSSION TOPIC:
Customer Service Tops NRF Agenda – 1/16/08
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TOPIC SUMMARY:

In the annual NRF/Amex Customer Service Survey, these retailers topped the list:

Top 10 U.S. Retailers for Customer Service

L.L. Bean Zappos.com Amazon.com Overstock.com Blair Lands’ End Coldwater Creek Nordstrom Lane Bryant Newegg.com

Discussion Questions: How is it that some retailers talk about service and deliver it while others just talk? Where does the system break down at companies that regularly fail to meet customer service expectations? Is it in the hiring process (employing the wrong kinds of people) or in training (failing to give workers the direction and tools to do the job) or at the top of the company where executives talk about service but have no real idea what it means or how to provide it?

My post:

Poor hiring, inadequate training, and a lack of executive will all contribute to the problem.  Executive passion for the customer experience is the starting point.  The best companies have a CEO and other top executives who truly believe their purpose for existence is delivering great product to their beloved customers via engaged, equally passionate employees.  This passion leads to decisions that continually move their service levels higher and higher:  methods of hiring, developing and retaining talent; methods of engaging in meaningful dialogue with customers that fosters contagious loyalty.  Most companies struggle with consistency.  The secrets of success start at the top and are delivered consistently at every customer touch point.  Not one of the companies on the top 10 list can rest.  The customer and the employee are ever-evolving and executives must remain true to their passion re-examine their cultures, their talent management, and their service delivery methods regularly.

Mike Osorio, Your Dare to be Contagious! Strategist, www.OsorioGroup.com

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GO TO THE FULL STORY AND DISCUSSION:
http://www.retailwire.com/Discussions/Sngl_Discussion.cfm/12688                                                              ————————————————-

Customer satisfaction top U.S. issue in 2008

Reuters article 01/16/08

Customer satisfaction top U.S. issue in 2008: IBM/NRF survey

Top responses were

1. customer satisfaction
2. expanding the number of stores (#1 last year), cutting costs (tied)
3. getting and keeping good employees (up from #5 last year)

My take:

It is great news that retailers are prioritizing customer satisfaction over opening stores and cutting costs.  It will be very interesting to watch and see if they invest resources accordingly.  However, I think the real news is the move of “getting and keeping good employees” from #5 to #3.  Personally, I believe this should be #1.  Customer satisfaction, store expansions, and cutting costs don’t occur without excellent employees.  But I am satisfied that retailers are placing increasing emphasis on talent attraction, acquisition and retention.  That bodes well for employees, customers, and investors.

 

View the original Reuters article here:  http://www.reuters.com/article/businessNews/idUSN1555013620080116?pageNumber=1&virtualBrandChannel=10003&sp=true