Brooks Brothers is connecting data to the customer experience in order to replicate the highly personalized shopping environment of its stores on its e-commerce site.

Chicago -- Dillard's has selected OpinionLab to extend its omnichannel “Voice of Customer” program including its digital, mobile and in-store experiences, with precise insight into what its customers want and need.

OpinionLab's patented solutions allow Dillard’s to systematically interpret customer feedback across all of Dillard’s brand touchpoints, including mobile platforms, online and in-store. Now, Dillard’s can monitor and optimize the customer experience in real-time with an end-to-end solution set that includes research design, data collection and integration, analysis and reporting. Location-specific, context-rich insight can be fed across the organization, from managers through executives, for the greatest impact from the voice of the customer.

“At Dillard’s, we are committed to providing the very best customer service and a great experience for our customers regardless of where they shop – whether that’s in our stores, at Dillards.com or through their mobile phones,” said Woody Chin, CIO of Dillard’s. “We believe our decision to select the global leader in Voice of Customer, is a true testament of our commitment – making it even easier for our customers to provide feedback and for our company to act on that feedback.”

Research results released by consulting firm Temkin Group revealed, among retailers, Sam’s Club and Amazon earned top marks.

Customer satisfaction with retailers is on the rise, according to a report released by the American Customer Satisfaction Index.

Luxury shoppers are more likely to use mobile channels when shopping but are slightly less satisfied with e-commerce overall, according to the Luxury E-Retail Satisfaction Index released by customer experience analytics firm ForeSee.

A report released at Retail’s BIG Show in New York City by Shop.org and Forrester Research found that as shoppers become increasingly connected, online retailers in 2013 will get back to basics, focusing on strategies and tactics to improve the customer experience and increase web conversion and loyalty across all devices.

Survey results released by customer experience management firm Empathica Inc. revealed that customer service is the key driver of brand advocacy in retail pharmacy.

As part of a larger initiative to upgrade the customer experience and localize offerings in its 640 stores nationwide.

A report released by e-commerce marketplace technology provider Merchantry found that marketplace customer experience compares unfavorably to that of e-commerce sites, particularly in regard to comprehensiveness of product information and logistics transparency.

ForeSee, a provider of technology-driven customer experience analytics, announced that it is working with leading multichannel retailer HSN to measure and analyze the customer experience of its mobile-optimized site and mobile apps with ForeSee's new Mobile On-Exit technology.

Amazon continues to set the bar higher, achieving the highest rating on the annual Top 100 E-Retail Satisfaction Index by customer experience analytics firm ForeSee.