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It’s All About the Customer Experience in 2009

[Multichannel Merchant 1/9/09]

At the NRF 98th Annual Convention & Expo, senior execs from PetSmart, Urban Outfitter and Retail Horizons discussed how to keep customers in these tough economic times. These retail execs echoed advice given in my previous post about Wawa’s customer experience management strategies.

According to Retail Horizons: Benchmarks for 2008 and Forecasts for 2009, a study released by the National Retail Federation the annual convention, customer satisfaction is a top strategic priority for 69% of the 400 respondents from 153 retail companies.