L.L. Bean was named number one in customer service by the National Retail Federations’s 98th Annual Convention and EXPO earlier this month. The retailer was voted number one by a survey of shoppers conducted by BIGresearch. L.L. Bean is a company who has paid attention to their customer experience program and measured it’s success.
ICC/Decision Services worked directly with L.L. Bean to conduct surveys and metric reporting systems to aid the retailer in understanding the customer’s needs. L.L. Bean’s success is a combination of proactively seeking independent research and surveys focusing on the customer. Armed with knowledge of what improvements where needed and where successes excelled, the retailer was able to create the number one customer experience program.
Retailers can look to L.L. Bean’s success as an attainable goal. To be successful, companies should look to independent research firms that have the tools to gather well rounded metrics and offer program suggestions to conquer areas of improvement. L.L. Bean’s success will reward the company in increased customer loyalty for years to come.
What is your company doing to measure customer expectations and experience programs?
