Posts Tagged ‘online customer service’

Press Releases

the e-tailing group 9th Annual Merchant Survey: eCommerce is Mission Critical for Retail Today with Investments and Strategies Aligned

An impressive 59% vs. 36% in 2009 are planning to invest somewhat more in e-commerce than they did in 2009 given its essential role for today’s retailers.

Read More »

Report

the e-tailing group 12th Annual Mystery Shopping Study-Efficiencies, Differentiators, Involvers

This study benchmarks over 280 features on 100 B2C merchant websites that were mystery shopped in 4Q ’09. Our extensive summary highlights key metrics and trends from both a service and selling perspective. Throughout, the presence of each element is presented via a series of 14 categories including an industry-at-large perspective. Stellar merchants are identified from both a merchandising and customer service perspective. A comprehensive index of those features and their penetration are included for at-a-glance viewing. Execution checklists wrap up the report with a goal of elevating features to differentiate and drive dollars.

Read More »

Press Releases

Mass Merchants Dominate the e-tailing group Customer Experience Index

In conjunction with their Annual Mystery Shopping Study the e-tailing group has released the 3rd Annual Customer Experience Index results, leveraging quantitative analysis to specifically understand how merchants stack-up against the e-tailing 100 websites, their category, and direct competition. Websites are scored on a 100-point scale where five key pages, merchandising, and customer service, the triple crown of any customer experience, are all factors.

Read More »

Press Releases

Ten Merchants Meet the e-tailing group’s Criteria for Online Customer Service Excellence

Results of the e-tailing group’s 12th Annual Mystery Shopping Study, conducted during 4Q ’09, recognize ten merchants out of the 100 benchmarked for excelling at online customer service. “These merchants clearly went beyond the call of duty to fulfill customer expectations. Notably three of the ten who met our criteria were also recognized last year (Brooks Brothers, Crutchfield, and Lands’ End). We believe service should be the differential that defines best-in-class retailing and as such we will continue to reward stellar merchants for exceptional performance. We congratulate them all,” expressed Lauren Freedman, President of the e-tailing group.

Read More »

Whitepaper

Five Web Strategies for Gaining Market Share in a Rough and Tumble Economy

The goal of this white paper is to share thoughts and perspective in this time of conspicuous non-consumption. It includes an overview of the state of e-commerce then delves into five strategies for maintaining and gaining market share during this rough economy including: better resource allocation, global branding, category-centric merchandising, confidence building content, and white glove service…

Read More »

Whitepaper

Peak Season Performance: A Field Guide

MarketLive and the e-tailing group developed this Field Guide for Peak Season Performance to serve as a springboard for merchants as they ready websites for the all important holiday selling season.

Read More »