NRF Commissioned StellaService To Identify Top Customer Service Metrics

October 1, 2014 / 0 Comments

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StellaService VP of Research Kevon Hills joined STORES Media editor Susan Reda for its E-commerce Elite: Consumers’ Favorite 50 Retailers webcast. Joining Reda and Hills for the presentation was Artemis Berry, vice president of digital retail for Shop.org, and Pam Goodfellow, Principal Analyst at Prosper Insights.

The event showcased the findings of this year’s Favorite 50 list of consumers’ top ecommerce websites, and Hills joined to present exclusive new data on the emerging customer service metrics that shape the online shopping experience.

Companies topping the STORES list this year include first-place Amazon, Walmart, eBay, Kohl’s, Best Buy and Macy’s.

“We believe that, in today’s competitive market, the service experience is paramount,” Hills said during the webcast. “Companies that focus on differentiating themselves to meet the expectation of shoppers are the companies that will lead their respective industries today as well as in the future.”

“We try to understand what it’s like to be a shopper with these different companies. We do so by actually …

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