The best customer experience offered by any retailer can be found at Trader Joe’s, according to a list released by Forrester Research.
Costco Wholesale and Neiman Marcus came in second and third, respectively, on the firm's 2018 customer experience index, reports Chain Store Age. The list ranks some 300 U.S. brands across 19 industries.
Costco Wholesale: Second-highest for customer satisfaction among retailers
Making customers feel appreciated, not just happy, is key to scoring high on the index, according to Forrester.
“Few industries have felt disruption like retail, and many are choosing the wrong path forward because they’re not focusing on the drivers that improve customer experience where it counts,” said Cliff Condon, Forrester's chief research and product officer, speaking to Chain Store Age.
“CX [customer experience] is directly linked to driving revenue," Condon said. "Forrester estimates that a one-point improvement in a big-box retailer’s CX index score can lead to an incremental $244 million in revenue, so it’s vital for retailers to identify what consumers want and [to] invest in those elements that drive loyalty. Only then will retailers see an improvement in the CX quality that their customers now demand.”
By Edmund Mander
Director, Editor-In-Chief/SCT
