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L.L. Bean takes top 2013 online customer experience ranking
Chicago — L.L. Bean has been ranked number one in online customer experience. The E-tailing Group 2013 Customer Experience Index, based on a mystery shopping study conducted during the fourth quarter of 2013, awarded L.L. Bean a top score of 88.75, followed by HSN at 87.25.
Other retailers scoring higher than 80 included Office Depot, Overstock, Amazon, Wal-Mart, Sears, Abt, Target, and Dick’s Sporting Goods. Average score in 2013 was 71.06, up from 69.3 in 2012. Repeat winners from 2012 included Amazon and Office Depot.
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Battle of the distribution centers
Toward the end of January, the Wall Street Journal reported that Wal-Mart has given itself two years to match the online service and delivery speed of Amazon.com.
In an interview at the World Economic forum in Davos, Switzerland, Neil Ashe, Wal-Mart’s global e-commerce CEO told Journal reporter Dennis Berman was building new warehouses across the country dedicated to handling online orders.