2015 Retail Customer Experience Top 100

Consumers weigh in on the top brands in four categories, including overall customer experience.

Type: Special Report

Sponsor: Sutherland Global Services Inc.


Why Implement A Voc Program?

With rare exceptions, companies no longer have the luxury of competing on price alone. Today, the great differentiator is the customer experience (CX).

Type: White Paper

Sponsor: InMoment


2012 Retail Customer Experience Top 100

Once again, our team of retail experts sat down to identify the hundreds of trends, technologies, brands, strategies and people that are having an impact on retail. They then assigned them numerical votes based on their influence and impact on customer experience, and the results can be found in this free 47-page report.

Type: Special Report

Sponsor: RetailCustomerExperience


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FEATURES


Introducing the 2015 Retail Customer Experience Top 100

Our readers have ranked the top retailers in four categories, with one clear winner coming out on top.

Top 100: 1. Social media

2010 was decidedly the year social media came into its own. It is impossible to view social media as separate from the Web itself.

Top 100: 2. Multichannel integration

Multichannel integration has taken off: No. 54 on the 2009 list of Top 100 Retail Movers & Shakers, it now appears at No.

Top 100: 3. Apple stores

Apple stores continue to grow in popularity, moving up from No. 7 on last year's Top 100 Retail Movers & Shaker's list. Apple gave consumers a glimpse into the future of retail shopping when the first Apple store opened in 2001.

Top 100: 4. Online reputation management

The business of reputation management has undergone big changes in recent times and, once again, social media is at the heart of it. (See why social media is No.

Top 100: 5. Digital products

Despite the explosion of digital distribution of music, books, games, movies and software, retail sales are still very much a thriving part of the mix. According to the NPD Group's most recent "PC Games Digital Downloads: Analyst Report," digital distribution...

Top 100: 6. Mobile coupons

Mobile coupons are becoming increasingly important to retailers, rising from No. 48 on the 2010 Top 100 Retail Movers & Shakers list. According to a recent survey conducted by research agency mobileSQUARED on behalf of Airwide Solutions, 61 percent of...

Top 100: 7. Amazon

Amazon dropped from No. 3 on the 2010 list, but still remains a strong player in the retail world. Amazon wrote the book on diversifying with ingenuity.

Top 100: 8. Deal of the day

Jumping from No. 74 on the 2010 Top 100 Retail Movers & Shakers list, deals of the day are a significant part of the retail experience. Woot.com is an online store and community that "focuses on selling cool stuff cheap,"...

Top 100: 9. The economy

While the economy dropped from No.1 on the 2010 list, it still plays a large role in consumer spending. According to the National Bureau of Economic Research, the worst recession since the Great Depression began in December 2007 and came to an end in June 2009.

Top 100: 10. UGC, product reviews

Jumping from No. 31 on the 2010 list of Top 100 Retail Movers & Shakers, consumers are increasingly turning to each other for product or service information before making a purchasing decision. According to a recent study from comScore ARS,...

Top 100: 11. Groupon

Groupon delivers everything the dot-com boom once promised: huge sales and easy profits at minimal startup cost generating monster buzz. The company was founded in 2008 by 20-something music major Andrew Mason and was into the black a scant seven months after launch.

Top 100: 12. In-store Web access

Following in the footsteps of Best Buy, Borders and CompUSA, retailers are offering customers in-store Web access through self-service kiosks and workstations. These implementations can strengthen the in-store experience by allowing shoppers to read consumer reviews and product specs, review...

Top 100: 13. M-commerce

Travel and entertainment ticket sales have largely fueled the rapid growth of mobile commerce thus far. Mobile ticketing transactions alone are forecasted to exceed $100 billion by 2012, more than double the market in 2010.

Top 100: 14. The iPad and other tablet devices

Few mortals can disrupt entire industries with a single product launch the way Steve Jobs can. Apple's most recent game-changing moment came on April 3, 2010, with the release of the iPad.

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Established in 1986, Sutherland Global Services is a global provider of business process outsourcing (BPO) services. Headquartered in Rochester, N.Y., Sutherland employs over 30,000 professionals worldwide.  Sutherland’s smartRETAIL suite includes technology-enabled services to provide sales, customer care, technical support, back office and customer experience solutions to traditional and online retailers.  Sutherland is consistently ranked by our clients and leading industry analyst firms as one of the global BPO leaders serving the Retail industry.


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