Saving & Spending

Wait, You Mean There Actually Are Retailers That Treat Customers Well?

By Brad Tuttle | @bradrtuttle | January 11, 2011 | +

Which retailers get the customer experience right? Here are nine nominees.

In a recent session at a National Retail Federation convention, a pair of experts from the retail consulting firm McMillanDoolittle gave a presentation featuring retailers who get the customer experience right.

In true presentation-y, power-point-friendly form, each of the exemplary retailer’s highlighted strengths started with the letter C. For example:

Cast (the right team): The Container Store hires and develops brand zealots, who live the lifestyle and love the product. They invest heavily in training and hire, and coach their team to deliver to the highest of customer expectations.

And:

Control (the right process): Giving customers the option to have their meal made to order, customized online and picked up in store is a key strength of Chipotle.

The other retailers getting it right are:

Whole Foods (for Clarity—the right positioning, with a brand that’s understood and valued by customers

Walgreens (for Convenience—because customers can find them everywhere)

Anthropologie and Crate&Barrel (for Choice—with customers who are please with the selection, quality, and presentation of merchandise)

Williams-Sonoma (for Communications—well-designed, easy-to-navigate stores)

J.Crew (for Consistency—the customer knows what to expect no matter what the product or how it’s sold)

Sephora (for Connection—reaching customers and spreading the message well via events, social media, and other technologies)

OK, some of these C words are a stretch. They had to keep the theme running, though.

More importantly, what do you think? There are those who would say that, for example, no matter how well-designed a Williams-Sonoma store is, the merchandise is way overpriced—and therefore the retailer doesn’t provide a good customer experience.

So do these retailers really get the customer experience right? Or are those retail consultants plain wrong?

RELATED:
A Few Thoughts on the God-Awful State of Customer Service
Which Is the Most Painful Shopping Experience of All?
All the Rage: Customer Service Rage

Related Topics: Anthropologie, Chipotle, Crate&Barrel, customer service, food, J Crew, retail, Sephora, The Container Store, Walgreens, Whole Foods, Williams-Sonoma, Saving & Spending

  • Latest on Moneyland

    Financial Reform May 29, 2012

    The Growing Debate Over Prepaid Debit Cards

    At an event in Durham, N.C. on Wednesday, Consumer Financial Protection Bureau director Richard Cordray announced that the agency is “decid[ing] how we should go about regulating prepaid cards to better protect consumers and to provide clear rules for prepaid providers.”

    The rapidly growing prepaid market is attracting both banks and non-banks, and more Americans, especially those classified as “unbanked” or “underbanked” are using these cards as de facto checking accounts. 

    From our Partners

    America's Uneven Economic Recovery: The 10 Best and 10 Worst CitiesDaily Finance

    YOSHIKAZU TSUNO / AFP / Getty Images
    Saving May 29, 2012

    Toyota Prius: Niche Car No More

    Drivers around the globe purchased nearly a quarter million Toyota Priuses in the first quarter of 2012. That makes the Prius the world’s third best-selling car—and it firmly establishes the fact that this hybrid is not a fluke or a passing trend.

  • Aria

    None of these things have to do with treating customers well. How do companies take care of customers with special requests, or if there’s a problem? When I had a seizure and dropped my iPhone4 a week after it came out, Apple replaced it for free. I thought I would get luck if the front that had shattered could be replaced for just half of the cost of the phone. Instead they replaced the entire phone at no cost to me. THAT is treating a customer well.

  • http://customersrock.wordpress.com Becky Carroll

    Not sure I agree that all the ‘C’ words listed are important to crafting a great customer experience. Knowing customer needs, preferences, and expectations are key to being able to deliver a customer experience that meets those needs and exceeds expectations. To Aria’s comment, taking care of customers when there is a problem is very important. Just as important, if not more so, is how customers are treated day in and day out when there isn’t a problem.

    Some of the examples above have been lauded before as truly customer-focused retailers. Others that were missed include Nordstorm, LL Bean, and Wegmans. They all have a customer experience that rocks and fabulous customer service.

    Thank you for starting the discussion!

  • http://jaimester.wordpress.com jaimester

    Surprised that the Apple store wasn’t mentioned.

  • http://rbmatudan.wordpress.com rbmatudan

    surprise, surprise!!!! Treating the customers from all walks of life well is one indicator and a good customer service…

    http://www.pathtoasia.com/jobs/

blog comments powered by Disqus