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.