A new report from the National Retail Foundation and KPMG LLP, Retail Horizons: Benchmarks for 2011, Forecasts for 2012, suggests U.S. retailers will be focused on building up and out many of their operations this year as they attempt to establish a new sense of brand loyalty with their respective customers. Customer satisfaction is projected to get a huge facelift this year via everything from cross-channel initiatives to personalized shopping experiences for every channel.

According to the survey, almost 67% of retail companies rank customer satisfaction as a top strategic initiative in 2012 with 82% saying that customer service strategies will ... Log in to view full article.