Customer Service: The art of exceeding expectations

Many of the retailers listed on a recent “honor roll” of great customer service are not traditional department stores or even bricks-and-mortar operators. What they have in common — from my recent RetailWire comment — is an ability to exceed expectations. Driving loyalty through great service (however it’s defined for your type of store) can help move customers from satisfied to committed:

The list of winners proves that you don’t need to be a “high-touch” bricks-and-mortar retailer like Nordstrom to get high marks. But you do need to exceed expectations for the type of store or website that you are operating. Easy return policies and good execution are important as “silent salespeople,” in the absence of a live sales associate.



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