Customer Service Excellence 2004: Exemplary Practices in Retail
By James Tenser, Soyeon Shim, Ph.D., and Melinda Burke
Published by NRF Foundation, 2004

Prepared for NRF Foundation through a grant from American Express. Conducted by researchers at the Southwest Retail Center for Research and Excellence, University of Arizona (now the Terry J Lundgren Center), this study presents the outstanding practices in customer service by North American retailers, selected from several hundred nominations. Each practice is delivered as a case study. All fall into categories of: customer experience; company/store policies; customer amenities; cross-channel service; and staffing and training. Findings released in January 2004.

Single copies of Customer Service Excellence 2004 (ISBN: NRF 0001007) are available through the National Retail Federation online bookstore. For a quote on a bulk purchase or to inquire about the author's availability for readings or public speaking, contact us.