L.L. Bean Tops Customer-Service Survey
Satisfaction guaranteed is a mantra that many companies purport to live by, but customers say that no retailer demonstrates the practice better than L.L. Bean. The Freeport, Maine-based retailer grabbed the top spot in the annual NRF Foundation/American Express Customer Service Survey, which surveyed 8,800 consumers and was conducted by BIG-research.
Internet-only retailers scored well in the survey, with footwear and accessories retailer Zappos.com coming in second, followed by Amazon.com and Overstock.com.
“Good customer service starts and ends with how the customer feels about their experience with a retailer,” said NRF Foundation VP Kathy Mance. “Retailers are especially challenged because of the multiple touchpoints that exist between the customer and their brand, but these companies have shown that great customer service does exist.”
In terms of customer service, shoppers say they expect the most from restaurants, specialty stores and department stores, according to the survey. They had the lowest expectations for membership warehouse clubs and discount stores.
Here is a list of the top 10 rankings in the survey:
Correction: Big Builders
FedEx Kinko’s and Tractor Supply Co. were inadvertently left off Chain Store Age’s annual Big Builders survey (mid-December 2007). FedEx Kinko’s opened 294 stores in 2007 vs. 103 in 2006; Tractor Supply opened 88 stores in 2007, compared to 81 in 2006.
Stage Stores says Peebles evp to retire
HOUSTON Stage Stores today announced that Dennis Abramczyk, evp and coo of its Peebles Division, will be retiring after approximately nine years with the company. He will continue to serve in his position until a replacement is found.
Jim Scarborough, chairman and ceo, commented, “We want to thank Dennis for his contributions and service to our company, and we wish him well as he begins this new phase of his life. We will immediately begin a search for his successor, and we are pleased that Dennis will be staying on until the conclusion of our search process, as this will ensure a smooth and orderly transition.”
Home Depot to cut 500 HQ jobs
ATLANTA Home Depot is cutting 500 jobs at its headquarters. According to reports the cuts make up 10% of the 5,000 employees who work at the headquarters.
The cuts are partly due to the struggling U.S. economy, which has hurt market conditions, reports said. Employees were notified of the eliminations today, they will be paid through April 4.
Home Depot reported fiscal 2007 third quarter consolidated net earnings of $1.1 billion, or 60 cents per diluted share, compared with $1.5 billion, or 73 cents per diluted share, in the same period in fiscal 2006.