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Consumers are now saying they insist on customer service above all else. That, coupled with a growing lack of perceived online/offline distinction, is behind a National Retail Federation survey result released this morning showing Amazon.com as number one.
Compared with earlier surveys, the NRF stats showed consumers placing their customer service demands much higher. After Amazon, the other top ten retailers--for customer service--were Nordstrom, L.L.Bean, Overstock.com, Lane Bryant, Boscov's, Kohl's, REI, Lands' End and Macy's.