ForeSee: Top 50 Retail CX Rankings
ForeSee reported the results of its annual Retail Customer Experience (CX) Rankings.
According to a release, based on survey data from over 40,000 shoppers across their store, web, and mobile experiences, the rankings examine the omnichannel CX scores of top global, non-grocery retailers by revenue, as identified in the Deloitte Global Powers of Retailing 2017 study.
The top three brands based on CX include Amazon (79.1), Williams-Sonoma (78.1), and Kohl's (77.9), as measured on a 100-point scale.
As the first omnichannel CX rankings of its kind, the report also examines the success of retailers by individual channel store, web, and mobile. Amazon, Costco, Kohl's, and Nordstrom each took a top spot in two out of three channels, while Tractor Supply, a company truly calibrated with the needs and expectations of its online customers, ranked number one in web.
Top Stores Top Web Top Mobile
Apple Tractor Supply Williams-Sonoma
Nike Nordstrom Amazon
Costco Costco Neiman Marcus
Kohl's Amazon Dillard's
Nordstrom Kohl's Petco
"Winning retailers understand just how critical customer engagement is and a consistent customer experience across channels is a requirement for delivering on customer expectations," said Nikki Baird, managing partner at RSR Research. "Retailers need to take note that, while there are some highly competitive companies topping the ForeSee Retail CX Rankings, there is still a lot of opportunity to provide a truly differentiated customer experience, especially considering that no retailer ranks highly across all three channels."
Other important data points include:
-57 percent of shoppers are using a mobile device while shopping in a store.
-49 percent who start in mobile are now staying in mobile through the purchase. This is up significantly from 33 percent last year.
-41 percent are using two or more channels during the purchase process.
"This year's Retail CX Rankings mark a tipping point towards an all-channel shopping experience," said Eric Feinberg, Vice President at ForeSee and author of the report. "There is an incredible opportunity for retailers to benefit from the growth in channel surfing, most notably within the fast-rising contribution of mobile to the overall customer journey. Retailers that understand and provide a seamless omnichannel customer journey are in the best place to win the hearts and wallets of shoppers."
According to new research this fall from Gartner, 48 percent of companies have calculated a positive relationship between customer experience or satisfaction and financial or business impact. The ability to predict the business impact of each CX investment is possible if companies use a scientifically-proven model for CX measurement across channels. Case in point: a national retailer, leveraging CX intelligence from ForeSee, enjoyed a $149 million increase in revenue tied to a one-point increase in CX. As the Retail CX Rankings help illustrate, even a tenth-of-a-point increase in CX has impact.
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THE DAILY VIEW
Tea Forté Introduces ‘Matcha’ Collection
Convenience meets tradition in Tea Forté’s new Ceremonial Matcha Bowl Set and the Matcha Single Steeps.
The company said its spring harvested, shade grown, stone ground, organic matcha tea is best served in a centuries-old Japanese tea ceremony called chanoyu: a preparation technique known for its centering meditative qualities.
"The launch of Tea Forté's Matcha collection represents our continued commitment to wellness and cultivating all the potential mental and physical health benefits of tea," says Tea Forté CEO Michael Gebrael. "In addition to our high quality Pure Matcha, we've also blended four distinct flavored Matcha varieties. Prepackaged in pouches measured out for a single serving, our Single Steeps Matcha is ideal for the office, travel, or to keep with you for a boost anytime."
Tea Forté noted its handcrafted ceremonial tea bowl, handmade bamboo whisk and measuring ladle “encourages serene enjoyment of our premium Kosher, gluten-free and vegan matcha blends.” These include: Pure Matcha, Chocolate Matcha, Coconut Matcha, Ginger Matcha, and Chai Matcha.
According to a release, in addition to its distinctive taste, matcha is prized for its health benefits. Steeped green tea contains only the antioxidants that can be extracted in water, while with matcha, the whole leaf is consumed.
Available now in select stores and online at teaforte.com.
Expedia.com has released a year-end look at U.S. traveler behavior and trends for 2017, analyzing data to identify the most in-demand destinations, hotels, activities and more.
Among other insights, the roundup revealed:
- Labor Day was the busiest weekend for car rental
- Disney Theme Parks topped the list of things to do
- The average hotel stay was two nights
- Top destinations based on 2017 air travel included major global cities like New York, London and Bangkok
- Popular tourist destinations included Orlando, Cancun and Las Vegas