Ed's Take: Keeping Customers Happy, Regardless of Channel

You probably offer great cross-channel customer service. But if you feel like you need a little improvement, which companies can you look to for inspiration and ideas?

L.L.Bean, for one, at least according to the 8,600 U.S. shoppers surveyed for the fifth annual NRF Foundation/American Express Customers' Choice survey last fall. L.L.Bean was voted No. 1 in customer service across all retail formats in 2009 for the third year in a row.