RETAILWIRE DISCUSSION TOPIC:
Customer Service Tops NRF Agenda – 1/16/08
In the annual NRF/Amex Customer Service Survey, these retailers topped the list:
|Top 10 U.S. Retailers for Customer Service|
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?
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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