Page 43 - How Top Merchants Create the Best Customer Experience

HOW TOP RETAILERS CREATE THE

BEST CUSTOMER EXPERIENCE

The functions Top 1000 retailers use to improve the shopping and customer experience.
The functions Top 1000 retailers use to improve the shopping and customer experience.
By James Risley

By James Risley
Retailers in the Digital Commerce 360 Top 1000 use a variety

of features to enhance their customers’ shopping experiences.
These features help shoppers learn more about products, let
Retailers in the Digital Commerce 360 Top 1000 use a variety of features
retailers market goods in new and novel ways and provide
to enhance their customers’ shopping experiences. These features help
customers a fun way to browse online stores.
shoppers learn more about products, let retailers market goods in new and

novel ways and provide consumers a fun way to browse online stores.
One of the most common features Top 1000 retailers use is video,
with 80.3% of retailers embedding videos on product pages or
One of the most common features Top 1000 retailers use is video, with
elsewhere on their sites. These videos can range from product
80.3% of retailers embedding videos on product pages or elsewhere on
demonstrations and how-to videos to brand commercials and
their sites. These videos can range from product demonstrations and how-
messages from the CEO.
to videos to brand commercials and messages from the CEO.

VIDEO DOMINATES BUT LIVESTREAMING IS STILL YOUNG

Share of Top 1000 retailers offering various customer experience features

80.3% Video 79.6% Customer ratings & reviews 576% Live chat 276% Loyalty program
.
.

. 6.9% Paid membership 1.8% Livestream shopping

Source: Digital Commerce 360 77% Remote appointment/consultation

14.7% Interactive product-match tools

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