Customer Experience Tops NRF Survey

I always feel gratified when companies recognize the importance of customer experience, especially in this economic environment. In a study just released by the National Retail Federation, customer satisfaction was selected as a top priority for 69% of the 153 retail companies it surveyed. This thinking is articulated nicely by Chip Molloy, Senior Vice President/CFO of PetSmart:

When we’re looking at areas we can trim, we like to focus on things that we think are not good for the customer. You don’t want your brand to deteriorate, and that can happen if you can’t differentiate yourself from the competition by offering a good customer experience.

The bottom line: I just feel like saying: Customer Experience Matters.

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I am an experience management transformist, helping organizations improve business results by engaging the hearts and minds of their customers, employees, and partners. My "job" is Head of the Qualtrics XM Institute. The Institute is still being established, but our goal is to help organizations around the world thrive by mastering Experience Management (XM). As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. And, as many people know, I love to speak about these topics in almost any forum. Prior to joining Qualtrics, I was managing partner of Temkin Group (leading CX research, advisory, and training firm), co-founder and chair of the Customer Experience Professionals Association (, and a VP at Forrester Research. I'm a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Check out my LinkedIn profile:

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