CEO Roundup—Customer service has never ‘Bean’ better; caregivers to receive benefits

For the third year running, L.L.Bean has bested Amazon in customer service ratings. (L.L.Bean)

L.L.Bean bests Amazon in customer service

For the third year in a row, L.L.Bean has beaten Amazon in a customer service ranking, according to an Aug. 4 report by Chain Store Age.The venerable retailer came out on top in Prosper Insights & Analytics’ annual review of service excellence among retailers, with Amazon a close second. Rounding out the top five were Lands’ End, Fingerhut, and Kohl’s. "While Amazon has dominated retail headlines lately, our latest list of Champions proves that competitors can still connect with consumers on factors other than price,” said Pam Goodfellow, Prosper’s principal analyst and author of the report. “L.L.Bean’s customer-centric philosophy certainly resonates with shoppers, earning the outdoor outfitter a rare retail bragging right: a first place finish over Amazon.” (Chain Store Age)

Employers make benefits to caregivers a priority

More than three-quarters of employers say caregiving benefits will grow in importance to their companies over the next five years—especially when it comes to caring for elderly or ailing family members, according to an Aug. 7 report by the Society for Human Resource Management (SHRM). Employers cite increased productivity, decreased absenteeism and reduced healthcare costs—in that order—as the top drivers that would make a compelling case for investment in caregiving benefits, according to responses from 129 companies nationwide by the Northeast Business Group on Health in collaboration with AARP. The findings were outlined in a July 2017 publication, Caregiving and the Workplace: Employer Benchmarking Survey. "Family caregiving is an issue that affects the vast majority of us. We are either caregivers now, have been in the past, will be in the future or will need care ourselves," said AARP Chief Advocacy and Engagement Officer Nancy LeaMond in Washington, D.C. "Of today's 40M family caregivers, 24M are juggling caregiving responsibilities and employment. By recognizing and supporting their needs, employers can improve productivity and foster a stable and healthy workforce." (SHRM)

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