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

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