L.L.Bean Named as Customer Service Champ Again
L.L.Bean has once again been identified by consumers for excellence in customer
service across all formats. The fifth annual NRF Foundation/American Express
Customers’ Choice survey, conducted by BIGresearch, put the company at the
top of a list filled with merchants that have built their reputations and business
on service. Interestingly, most of the companies in the top 10 are built are
consumer-direct models rather than brick and locations.
The top 10 identified
in the survey included:
10. (tie): Kohl’s
10. (tie): Nordstrom
HSN and Kohl’s made the biggest jumps forward in this
year’s survey with HSN moving up seven spots and Kohl’s eight.
senior vice president and general manager, national client group, American
Express Merchant Services, said in a press release, "In any economic environment,
exceeding customer expectations is a critical component of managing a business.
Given the challenges over the last year, these winners should be commended
for continuing to distinguish themselves through ongoing service."
Questions: What stands out for you about the companies making this list for
customer service? Considering the considerable differences between the various
companies’ customer bases, business models, etc., do you think there are basics
that every retailer has to master to be identified by shoppers as providing