retail news in context, analysis with attitude

The seventh annual NRF Foundation/American Express Customers’ Choice survey is out, revealing that Amazon.com is rated as the retailer offering the best customer service in the US.

Rounding out the top ten, in order, are LL Bean, Zappos (which is owned by Amazon), Overstock.com, QVC, Kohl’s, Lands’ End, JC Penney, Newegg, and Nordstrom.

“Today’s consumer has high expectations when it comes to their shopping experience, whether in-store or online,” said NRF Foundation Executive Director Kathy Mance. “The top retailers on this list found effective ways to win over shoppers not only with low prices, but also stellar customer service and value-added features such as unique mobile applications, free shipping and unforgettable in-store experiences.”
KC's View:
I only do business with the top three on the list, and number 10 ... but I have no reason to argue with these rankings. I do find it interesting that neither Starbucks nor Apple are on the list ... but that may have more to do with my biases and shopping patterns than any real shift in consumer attitudes.

It also needs to be noted that crowns can be lost and kingdoms can be toppled. See our next editorial story...