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Study: Customer experience is No. 1 retail priority in 2009

January 18, 2009

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

The executive summary of the study suggests that merchants will cut back expansion plans in favor of cost containment, product differentiation, employee development and supply chain optimization in an attempt to satisfy and retain customers.

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