TIP OF THE DAY: Let Your Customers Define Good Service

LL Bean Chris McCormick

Photo: LL Bean

Today’s tip comes from Chris McCormick, president and CEO of L.L.Bean, and three-time winner of the NRF’s customer choice award: 

A lot of people have fancy things to say about customer service, but it’s just a day-in, day-out, ongoing, never-ending, persevering, compassionate kind of activity.
We start by letting the customer define what constitutes good customer service and then we act upon those attributes. This is really important – you can’t tell customers “you will be satisfied” – they need to arrive at that conclusion on their own through the service experience itself.
–Chris McCormick, President and CEO, L.L. Bean

Read more in an interview with McCormick at the National Retail Federation’s Blog >

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