Sierra Trading Post Ranks “Best in Class” for Customer Service

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Multichannel retailer, Sierra Trading Post, has long been known for offering customers great deals on today’s most desirable brands. Many customers are pleased to learn Sierra Trading Post also excels at keeping customers happy. According to 2010 Net Promoter Score benchmarks published by Satmetrix®, Sierra Trading Post ranks “Best in Class” for customer service when compared with other retailers in the “Online Shopping” category.

Our survey response rates are double the industry average because our customers know we listen to them, and we take action.

Multichannel retailer, Sierra Trading Post, has long been known for offering customers great deals on today’s most desirable brands. Many customers are pleased to learn Sierra Trading Post also excels at keeping customers happy. According to 2010 Net Promoter Score benchmarks published by Satmetrix®, Sierra Trading Post ranks “Best in Class” for customer service when compared with other retailers in the “Online Shopping” category.

“We take great pride in providing our customers with the very best service,” says Gary Imig, Executive Vice President for Sierra Trading Post. “Sure, people think of us first for the best deals around on brands like Mountain Hardwear, Columbia Sportswear, Marmot and Terramar, but we’ve always had a rock-solid commitment to getting our customers the right product in the best possible way.”

Despite a growing national and global presence, Sierra Trading Post refuses to increase sales volume at the expense of taking care of its customers. For example, Sierra Trading Post offers a unique program called ReturnExpress. With this convenient service, a customer can visit SierraTradingPost.com when they need to exchange a product and receive instant credit toward their next order. Plus, when they redeem the credit within seven days, their replacement product ships for free.

Sierra Trading Post makes it easy for customers to reach customer service representatives via live chat and email capabilities, and later this year, the company will roll out a text messaging system to serve customers who prefer communicating via a mobile device. Between the Cheyenne and Cody, Wyo. locations, there are 150 representatives who are the spirit of Sierra Trading Post’s customer service initiatives. When customers contact these centers, live chats are conducted immediately, 90% of calls connect to a live person within 30 seconds, and 90% of customer concerns are resolved with one communication. Once a purchase is made via phone, live chat, email or the website, the fulfillment center ships 96% of orders within 24 hours.

In 2008, Sierra Trading Post made another significant investment to enhance customer service by hiring a veteran customer experience manager with considerable industry know-how. Bringing on a manager who is exclusively focused on customer experience was the first step in establishing a department that truly advocates for customers’ needs.

“My primary focus in the beginning was to establish a progressive approach to customer feedback that touches our customers at every stage of the shopping experience and ensures a closed-loop cycle on any concerns,” says Brian Clark, Customer Experience manager for Sierra Trading Post. “Our survey response rates are double the industry average because our customers know we listen to them, and we take action.” Clark also hired a team of knowledgeable product specialists who research trends in customer returns and inquiries. In addition, the specialists conduct product training for the employees who directly answer customer calls, live chats and emails.

Since opening its doors in 1986, Sierra Trading Post has maintained a 100% Satisfaction Guarantee for customers. If for any reason a customer is dissatisfied with a purchase, they can return it or exchange it. Unlike many companies, there are no time limits on returns.

About Sierra Trading Post
Headquartered in Cheyenne, Wyo., Sierra Trading Post is a multichannel retailer known nationwide for offering “Great Deals. Great Brands.” Sierra Trading Post purchases brand name overstocks, closeouts and 2nds, and passes the savings on to its customers – selling outdoor gear, shoes, men’s clothing, women’s clothing, accessories and home furnishings at 35 to 70% savings every day. A top 100 Internet retailer in sales per Internet Retailer Magazine, Sierra Trading Post operates four outlet stores in Boise, Idaho; Reno, Nev.; Cheyenne and Cody, Wyo.; with customer service call centers located in Cheyenne and Cody.

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