Customer service has become even more important since the Great Recession hit, so says J.D. Power and Associates.
"Consumer expectations have heightened since the onset of the recession," Gina Pingitore, chief research officer at J.D. Power, said in a statement. "While value is important, consumers want more than simply the lowest price or a product that is just good enough. They expect a superior product that is delivered in a compelling presentation, through fast and easy-to-understand processes that are supported by responsive and concerned people. In addition, the price must be perceived as fair and competitive."
Retailers that fit that bill and made the J.D. Power 2012 Customer Service Champions list were Amazon.com, Apple, Barnes & Noble, Bass Pro Shops, Good Neighbor Pharmacy, Health Mart Pharmacy, Kohl's, L.L. Bean, Publix, Saks Fifth Avenue and Wegmans.
Companies making the list are among the top five percent of more than 800 organizations evaluated by J.D. Power. The performance evaluation takes people, presentation, price, process and product into consideration.
The research found a direct correlation between customer satisfaction and repurchase intent rates. Among companies making the list, "focusing on satisfaction translate to double-digit improvements in performance."
According to J.D. Power, companies making its list share a number of attributes in common. These include:
- Hiring the right employees and empowering them with the authority to resolve issues that benefit customers;
- Understanding customers to "offer the right products through the right channels";
- Delivery a consistent brand experience across channels and touch points.