Research

20/20 Vision: Looking Forward by Looking Back at 20 Years of Digital Shopping Innovation

By March 26, 2017 No Comments

Results of Astound Commerce’s 20th Annual Mystery Shopping Study (formerly the e-tailing group), conducted during 4Q’16, recognizes 7 retailers, out of the 100 benchmarked (AC100), as excelling at customer service. In today’s omnichannel climate where differentiation is increasingly difficult and customer expectations heightened, customer service is critical for delivering differentiated shopping experiences. These retailers have invested in customer service excellence and we commend their performances. During the 2016 holiday season, $63.1 billion was spent online on desktop computers, marking a 12-percent increase versus comparable days in 2015, making it even more challenging to perform.