The earliest online shopping experience I remember is waiting for AOL to load in my hotel room in the mid-90’s.
My customer service pet peeve is a customer service rep who is not empowered to solve a problem.
The technology that I couldn’t live without is email (I know I’m dating myself!)
Lauren Freedman is a seasoned 15–year ecommerce veteran as well as a recognized and respected figure in the online retail industry. She has a passion for merchandising that she has parlayed as president of the e-tailing group, evangelists for merchandising and customer service best practices.
She founded the e-tailing group in 1993 after an extensive career as a department/specialty store buyer and under her guidance the e-tailing group has evolved to be one of the premier ecommerce consultancies. They advise retailers on merchandising, strategy and customer experience best practices while simultaneously developing thought leadership and go-to-market strategies for top technology companies. Client projects cover all retail sectors from brick and mortar to catalogers and range from start ups to retail stalwarts as well as best-in-class technology companies. Her company’s annual mystery shopping and merchant surveys provide a comprehensive overview of the state of ecommerce, setting industry standards while simultaneously highlighting best practices.
Lauren authored her first book, It’s Just Shopping, which provided a comprehensive; behind-the-scenes look at the evolution of multi-channel selling in 2001. Her knowledge of ecommerce coupled with her candid and charismatic style make her a sought after speaker at e-retail conferences like Shop.org, eTail and Internet Retailer in the US and abroad. She is a go-to-resource for the press and is often quoted in media outlets that range from The New York Times, WWD, CNN, Financial Times, USAToday, Business Week, Forbes, Internet Retailer and Crains.
Lauren has been involved with Shop.org since its inception and currently serves on the Content Committee while also working with the Direct Marketing Association and NAWBO’s Small Business Mentoring program. She continually gives back to the community in hopes of growing ecommerce as a vital retail channel.
She lives to travel, takes advantage of local culture and spends her spare time with her daughter and husband in Chicago. She may be contacted directly via email:
