October 07,
2005
Eliminating
Back-Office Paperwork and Automation Both
Key to Customer-Centricity and Consistent
Retail Performance, Says AberdeenGroup
Report; New Research Report Reviews Success
Tactics, Profiles Five 'High Achiever'
Retailers
BOSTON--(BUSINESS WIRE)--Oct. 7, 2005--A new
set of best practices is emerging to meet
retailers' seemingly divergent needs to
improve customer service while holding the
line on payroll costs, according to "Best
Practices in Customer Service and Store
Performance Management," a newly published
AberdeenGroup best practices research report
focusing on customer service and store
performance management.
The best in class drive cultural change and
technology implementations to improve store
performance. They do this by measuring store
results more frequently and precisely,
reducing the time store managers spend on
administrative tasks, and understanding the
keys to success of their most successful
stores and departments.
"Consumers embrace retailers who go
beyond talking the customer service talk to
walking the walk," says Paula Rosenblum,
Aberdeen's director of retail research and
report author. "They appreciate a consistent
in-store and cross-channel experience."
"Technology can be an enabler of
customer-centricity and operational
efficiency," notes Rosenblum. "Aberdeen's
latest research confirms that mid-size and
large retailers are reaping both improved
sales and lower payroll-to-sales ratios by
arming their employees with near real-time
information and analytics."
"Best Practice" companies featured in
this new report are Goldspeed.com, Liz
Claiborne, Pilot Travel Centers, REI, and
Virgin Entertainment Group. The report also
reviews each of the solution providers that
were instrumental in these best practice
winning case studies.
Moreover, the report provides a
seven-point Best Practices checklist to help
retailers achieve similar results. To obtain
a complimentary copy of the report, go to
Aberdeen.com or follow this link:
http://www.aberdeen.com/link/sponsor.asp?cid=2024
About AberdeenGroup, Inc.
Aberdeen provides fact-based research and
insights focused on the technology-driven
global value chain. Aberdeen's benchmarking,
market and solution assessments, sales
acceleration programs, and conferences
support Global 5000 value chain and
technology executives and the solution
providers who serve them. For more
information, visit
www.aberdeen.com or call 617-723-7890.
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