Ed's Take: Keeping Customers Happy, Regardless of Channel
The survey was conducted by consumer marketing intelligence firm BIGresearch in September 2009. For the survey, consumers were asked to answer the following open-ended question: "Thinking of all the different retail formats (store, catalog, internet or home shopping), which retailer delivers the best customer service?"
L.L.Bean wasn't the only retailer shoppers praised. Overstock.com, Zappos.com and Amazon.com took positions two, three and four, respectively. Each of these online retailers held on to the same spot it secured in 2008, according to the survey. QVC, moving three spots forward from 2008, rounded out the top five. Other multichannel retailers that landed in the top 10 included Coldwater Creek (six), Lands' End (eight) and J.C. Penney (nine). Climbing nine spots to a top 10 position was HSN (seven). Tied for 10th place were Nordstrom and Kohl's, which moved up the list from No. 18 last year, according to the survey.
What are your cross-channel customer service strategies? Do you make sure you offer the same level of customer service no matter where your customers transact? Has anyone complimented you on your service? Do you have any strategies you can share? Let me know by sending me a message at firstname.lastname@example.org. Perhaps we'll use your examples in an upcoming article on the subject.