Macy’s May Be Underrated in Ecommerce
A few weeks back, I wrote about Macy’s aggressive plans to expand its ecommerce. You can’t really tell by reading the article that the sources we talked to were not thrilled with how Macy’s was performing in the online space (and some of that sentiment may have been edited out).
Our experts told us the Macy’s online experience was not very good – and consumers echoed that in ForeSee Results’ holiday survey. But The E-tailing Group says Macy’s improved before it announced its expansion plans.
According to The E-tailing Group’s annual Customer Experience Index, Macy’s was the most-improved ecommerce merchant. Macy’s online customer experience score was 22.78% higher in the fourth-quarter 2010 that the fourth-quarter 2009.
Maybe department stores upped their games last year: The report says department stores have also reversed a downward trend with a category increase of +14.21% over last year.
