Report

Rethink, Refine, Retool and Reinvent…e-tailing group Holiday Mystery Shopping, 2008

Holiday 2008 Mystery Shopping Report $295
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Description

A comprehensive review of the entire shopping experience from the customer’s perspective based on the e-tailing group’s survey of 100 top merchants.

What’s Included

  • An in-depth look at 14 consumer categories and the 23 merchandising tool sets that drive merchandising online and customer service
  • Extensive review of over 200 features and their penetration across the surveyed merchants

Research Methodology

Research Goal

Understand the complete shopping experience from the customer perspective; review qualitative and quantitative presentation of over 200 features from pre-shopping through post shopping.

Research Timeline

4th Quarter 2008

The 14 Consumer Categories

  • Accessories
  • Apparel
  • Books/Music
  • Department Stores
  • Drugstores
  • Gifting
  • Health/Beauty
  • Home/Garden
  • Mass Merchants
  • Office Supplies
  • Pets
  • Sporting Goods
  • Technology
  • Toys/Games

The Tool Sets

Merchandising

  • Search/ Shop
  • Established Merchandising
  • Custom Content & Tools
  • Multi/Cross-Channel Services
  • Gifting
  • Personalization
  • Profiling
  • Product Page/Product Enhancement
  • Community

Customer Service

  • Customer Service Information
    • Seasonal Marketing
    • Promotional Strategies
    • Membership
    • Inventory/Backorders
    • Shopping Cart
    • The Order Process
    • Shipping
    • Order Confirmation
  • International
  • Email Communication
    • Call Center Contact
    • Live Help
    • Return Process

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