Multichannel and On-Line Retailers Top the Customer Experience Survey

The National Retail Federation (NRF) announced this week at the NRF convention in NYC the results of their 2008 NRF Customer Experience Survey. This year, on-Line retailers dominate the top spots with LL. Bean, Zappos.com, Amazon.com, and Overstock.com taking the top 4 spots respectively. Multi-channel retailers (those with both on-line and physical store locations) also did well, with Blair (#5), Lands’ End (#6), Coldwater Creek (#7), Nordstrom (#8), and Lane Bryant (#9) taking spots in the top 10.

L.L. Bean Number One in Customer Service, According to NRF Foundation /American Express Survey

Increasingly in a multichannel world, customer experience is the differentiator. The problem is, however, that operating across multiple channels is increasingly difficult to serve the customer in a consistent manner... Regardless, this year's survey results demonstrate that it IS possible and that leading companies are doing well in customer service despite the increased complexity of the evolving multichannel retail operating model.