Why Amazon Tops the ForeSee Experience Index

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.

[CLICK HERE for Multichannel Merchant’s Cyber Weekend 2013 coverage]

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.

Partner Content

The Gift of Wow: Preparing your store for the holiday season - Netsuite
Being prepared for the holiday rush used to mean stocking shelves and making sure your associates were ready for the long hours. But the digital revolution has changed everything, most importantly, customer expectations. Retailers with a physical store presence should be asking themselves—what am I doing to wow the customer?
3 Critical Components to Achieving the Perfect Order - NetSuite
Explore the 3 critical components to delivering the perfect order.
Streamlining Unified Commerce Complexity - NetSuite
Explore how consolidating multiple systems through a cloud-based commerce platform provides a seamless experience for both you, and your customer.
Strategies for Maximizing Mobile Point-of-Sale Technology - NetSuite
Learn the top five innovative ways to utilize your mobile POS technology to drive customer engagement, increase sales and elevate your brand.