retail news in context, analysis with attitude

Prosper Insights & Analytics is out with a list of what it calls "Customer Service Champions for 2013," based on consumer evaluations, and Amazon come sin at number one, followed by LL Bean, Lands' End, Kohl's, and Cabela's.

In the 6-10 positions are JC Penney, Zappo's, Newegg, Macy's and Nordstrom.

"With the retail landscape set to evolve and become more competitive as the pace of online and mobile shoppers grows," the report says, "all retailers will be tasked with providing consistent, secure, and delightful experiences for shoppers across all buying channels – a challenge that many of those who didn’t appear in this year’s top 10 list will surely take on."
KC's View:
erhaps the biggest surprise here is that JC Penney makes the list after all the problems it has, and that Lands' End - until recently owned by Sears - also makes the list.

Do you believe in miracles?

I'm a customer of four of these companies - Amazon, LL Bean, Zappo's and Nordstrom - and I'd vouch for all of them. And I'd argue that every retailer needs to examine their service policies and emulate them, because they are setting the tone for what consumers expect.