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Large Retailers, Seasoned Specialty Players Power 2012 Winners

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Chicago—Who made the 15th annual Mystery Shopping Study, the e-tailing group’s Customer Experience Index of the best customer service fourth quarter 2012? According to Lauren Freeman, president of the e-tailing group, “Execution is core to delivering strong shopping experiences for today’s time-starved consumer. That means inspiring and intelligent merchandising must …

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Nordstrom, Saks Top List for Luxury Customer Experience Online

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Chicago—Nordstrom topped a new online luxury shopping survey where mystery shoppers rated it along with 19 other luxury websites based upon customer service, branding, multi-channel experience, ease of shopping and other criteria. “The goal of our Inaugural Luxury Mystery Shopping Study entitled, “Champagne Tastes and Caviar Dreams: A Global Look …