A new report from the American Customer Satisfaction Index (ACSI) has been released with the results regarding customer satisfaction. The ACSI report covers six retail industries: department and discount stores, specialty retail stores, drug stores, supermarkets, online retail, and gas stations. According to customers, employees at specialty stores provide excellent service and outperform every other retail category. Here are some key takeaways from these retailers that have resulted in the top 10% of the company list! Let’s begin.
When customers think of Nordstrom, the first thing that comes to mind is customer service. Nordstrom is one of the most beloved retailers for two main reasons. Firstly, their attention to detail when it comes to the customer experience and secondly, the level to which they empower their employees. Some examples of Nordstrom’s customer experience is the respect and attention received from the employees. They help customers find what they’re looking for faster, help customers check out faster, and build a more personal relationship with each customer. It has taken them nearly 115 years of dedication to create the finest shopping experience to build their reputation. Nordstrom is a good example for small business owners in regards to building better relationships with customers that result in greater brand loyalty, repeat sales, and lower marketing costs.
Barnes & Noble
Barnes & Noble is the world’s largest retail bookseller and has been holding on to the list of best-liked retailers. Their outstanding customer satisfaction helps them stand out as one of the most popular stores in America. The B&N stores are really much more about discovery and spending time walking through stores and examining different categories. They always maintain a high level of inventory with a wide variety of subjects to choose from. Barnes & Noble focuses on customer needs and innovates to fulfill any questions or concerns from their customers. Their employees are trained to help anyone looking for a particular book or product among their immense variety of bookshelves. They also have several computers around the store to search in their online database.
Kohl’s is trying to optimize and rightsize stores based on customer and inventory needs. The company is reducing the number of fixtures on the sales floor and the amount of inventory on display. The strategy is part of an ongoing inventory reduction and management initiatives as Kohl’s determine needs at stores across the country. Kohl’s has poured $2 billion into tech initiatives in the last three years on things like supply-chain improvements and shopping apps. Many of those efforts have been in regards to bring a better customer experience.
Dollar General is one of the largest dollar stores in the U.S. and they thrive on maintaining their prices 20% to 40% lower than a traditional grocery and drug store. The company has been adding groceries and fresh produce with the goal of driving traffic. Dollar General has a wide variety of affordable, basic products. Instead of selling items in bulk, dollar stores sell small quantities of items to keep the cost of each transaction low. Overall, they offer an amazing shopping experience and quality of products at a very affordable price.
Ross Stores have been an unstoppable force due to its “insane” deals. Ross owns more than 1,500 stores in 37 states and opens more than 80 stores annually at a time when department stores are shutting down. They have generated a loyal following with its grand discounts on designer brands and its constant revolving of merchandise. The full store environment adds to the customer experience of the treasure hunt at Ross. Many customers enjoy finding a good deal among the abundance of inventory. The company has recently reported a fiscal fourth-quarter profit of $450.7 million which exceeded their 4Q profit forecast.
If you are thinking about expanding and opening more locations, then let us know! We’d love to send you a proposal.