When customer service is your North Star as a jewelry retail chain, you’d want everyone to know about a national recognition for that standard: Shane Co. recently debuted on Newsweek’s annual ranking of “America’s Best Retailers” in the No. 1 spot for jewelry.
“Everything we do is in service to the customer.… We want to be that jeweler you can count on for a great experience,” says Brian Blechman, executive vice president and chief stores officer for Shane Co. “To have recognition for customer service is an honor and a testament to our company culture and values and our employees, who work with customers every day.”
Newsweek ranked retailers in 40 different categories, including apparel, electronics, and supermarkets, based on surveys of more than 7,000 shoppers about such attributes as customer service, product quality, and prices. Shane Co., which hadn’t been on the list in 2023 or 2022, came in first for jewelry, with a score of 92.2 out of 100.
“Being featured in the Newsweek article is a valuable indicator of how we’re doing and helps to build trust with both new and existing customers and differentiates us from our competitors,” Blechman says. “With jewelry, where purchases are often tied to significant life events, exceptional customer service can create lasting emotional connections, making Shane Co. the go-to choice for future jewelry needs.”
The No. 2 through 5 spots in jewelry went to Swarovski, James Avery, Pandora, and Kay, respectively. In the separate category of high-end jewelry, Cartier finished first on the Newsweek list, followed by Tiffany & Co., Helzberg, David Yurman, and Jared. Newsweek partnered with Statista to create the rankings, which the magazine has compiled for the past three years.
“These kinds of accolades are wonderful in that they reflect and celebrate the work of our dedicated team and each and every Shane Co. employee,” says Blechman.
Based in Denver, Shane Co. operates 22 stores in more than a dozen states, including Colorado, Arizona, California, Oregon, Washington, Minnesota, Georgia, and Tennessee.
Blechman says the retailer’s approach to customer service aims to make shoppers feel they are working with a friend as well as an expert jeweler.
“This includes taking the time to really get to know our customers and what experience they want to have,” he says. “Our jewelry consultants don’t work on commission, so this allows them to really serve the customer first and offer an easy, no-pressure shopping experience.”
Interestingly, more than 60 percent of respondents in the Newsweek survey say they still prefer to shop in person. Blechman says Shane seeks to make its in-store experience personalized and seamless.
“We understand that fine jewelry is an investment and often tied to a life event, so we strive to make that selection process as enjoyable as possible,” he says. “It’s this kind of experience that time and time again makes customers feel valued, builds their trust, and sets us apart form our competitors.”
Top: A shopper experiences the customer service that helped Shane Co. earn the top ranking in jewelry on Newsweek’s list of “America’s Best Retailers.” (Photos courtesy of Shane Co.)
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