Customer satisfaction is a huge issue for online retailers, especially during the holiday season. In this video, Larry Freed, president and CEO of ForeSee, talks about how online retailers rank in the first ForeSee Experience Index study.
Freed said Amazon is doing just about everything right, and is setting the bar for every other merchant.
Freed said it’s important to remember that whether you’re at the top or bottom of the FXI, you are still among the best retailers. But the reason mass merchants such as Target and Walmart are at the bottom and luxury retailers like Nordstrom, Coach, Tiffany, Ralph Lauren and Burberry are at the top has to do with focus. Target and Walmart are servicing a broader market and more channels, and that makes it more difficult.
But Amazon is an anomaly, Freed said, because of its customer service.