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.

About Bruce Temkin, CCXP
I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

2 Responses to Customer Experience Tops NRF Survey

  1. Sam says:

    Hey Bruce,

    that’s a great story, but the link seems to be broken.

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