Reuters article 01/16/08
Customer satisfaction top U.S. issue in 2008: IBM/NRF survey
Top responses were
- customer satisfaction
- expanding the number of stores (#1 last year), cutting costs (tied)
- getting and keeping good employees (up from #5 last year)
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