Who’s Delivering Excellent Customer Service?

Discussion
Oct 17, 2003
George Anderson

By George Anderson

The National Retail Federation (NRF) Foundation has awarded a research grant to the Southwest Retail Center for Education and Research at the University of Arizona to identify
real world examples of the best in customer service practices in all classes of trade.

The results of the research will be presented in January at the NRF’s Convention and Expo in New York.

Deadline for nominations is Oct. 30, 2003. To download a form in pdf format, click here or go to http://cals.arizona.edu/fcs/cse2004/.

Moderator’s Comment: Which operators do you think represent the best in retail customer service? What practices set them apart from the competition?

This certainly is not a comprehensive list, and apologies for those we’ve left out, but we have a deadline to make. Here’s ten off the top of our heads.


  1. Wal-Mart saves us money.
  2. Target gets us through the checkout without having too long a wait.
  3. Netflix gets new movies to us within three days of sending them the ones we’ve watched.
  4. Nordstrom has a quiet room set up for nursing mothers.
  5. MyWebGrocer.com offers online ordering programs, which give consumers the choice between home delivery and store pickup.
  6. Trader Joe’s offers us unique products at low prices. Its staff is friendly and knowledgeable.
  7. L.L. Bean will let us return something bought today in 25-years and not ask any questions.
  8. Dunkin’ Donuts makes the best coffee.
  9. Peter Lugar’s in New York makes the best steak.
  10. The Apple store in the Short Hills Mall in New Jersey. The resident brains there have gotten us answers and saved us unnecessary expense a couple of
    times now. [
    George
    Anderson – Moderator
    ]
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