For years, Guitar Center has been a standout in the music instrument industry. It now has well over 200 stores; and despite its name, the retailer carries a wide product assortment. It is also a master of multi-channel retailing.
As Jonathan reports for Multichannel Merchant: “If any retailer knows about delivering a great customer experience in a complex omnichannel world, it’s Guitar Center. The $2.3 billion company manages multiple retail brands targeting diverse audiences, including Musician’s Friend and Guitar Center. The company operates popular E-commerce sites MusiciansFriend.com and GuitarCenter.com, as well as stores across the U.S. Guitar Center has embraced customer feedback to improve the shopping experience in its stores and online, as well as via mobile, call center, and catalogs. Taking its customers’ feedback to heart to improve every step of the shopping experience, Guitar Center has consistently scored highly on the OpinionLab Customer Feedback Index, obtaining a median score of 570 in the last three months and ranking near the top among omnichannel retail brands.”
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