|The retail industry has come a long way from worrying about customer service alone in its relationship with customers. Service is just one part of the overall customer experience—how the customer is treated from the first touch point to the last—from placing the order to a return or exchange, if that is necessary.
This year, Multichannel Merchant set out to identify and recognize the leaders in customer experience—the companies that routinely excel at every phase of the ecommerce sales experience. We turned to third-party logistics provider Innotrac, which routinely places test orders to inform its SmartHub benchmarking tool, for the hard data needed to find the best performers.
The result was the first Excellence in Customer Experience Awards, presented at the 2015 Operations Summit on April 16th in Louisville, KY. In analyzing the data for the awards, it became clear that these companies have a lot in common. These are their secrets to success…
Thank you for downloading this report.