Trends Report

The US Multichannel Retailers Customer Experience Index, 2020

How US Multichannel Retail Brands Earn Loyalty With The Quality Of Their Experience

October 28th, 2020
With contributors:
Brian Mukasa , Harley Manning , Ben Salamin , Shayna Neuburg

Summary

Customer loyalty influences how often customers shop from a brand, how much they spend with the brand, whether they recommend that brand, and how likely they are to forgive a brand’s missteps. The following report will answer these questions: 1) What is the CX quality of leading multichannel retail brands? 2) Which brands will bounce back the most after the pandemic restrictions subside? 3) What should they prioritize in their ongoing improvement efforts? This report reveals the complete rankings of 40 multichannel retail brands that were analyzed as part of the US CX Index.

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