Customer experience quality didn’t improve in the retail industry this year, despite keen competition among online retailers, according to Forrester’s U.S. 2017 Customer Experience Index.
The three highest-ranked online retailers — Etsy, QVC and Zappos — came within fractions of a point of each other. Among the industries Forrester examined, online retail was the only one in which no brands kept the same position as last year. Forrester analyzed 314 online retail brands across 21 industries.
Nice article and it seems to be more than worth to study this story. Great contribution by author Richard and, thanks much for sharing such an informative article. I really enjoyed reading this story, this has so many information studied by Forrester. Also, I agree to this "Online is about convenience" as this is very true. Cheers!
Everybody Talks About CX, but Nobody Does Anything About It
Posted by: Richard Adhikari November 21, 2017 05:00 AMCustomer experience quality didn’t improve in the retail industry this year, despite keen competition among online retailers, according to Forrester’s U.S. 2017 Customer Experience Index.
The three highest-ranked online retailers — Etsy, QVC and Zappos — came within fractions of a point of each other. Among the industries Forrester examined, online retail was the only one in which no brands kept the same position as last year. Forrester analyzed 314 online retail brands across 21 industries.