The growth and popularity of the online channel, combined with increasing consumer connectivity, means the opportunities within eCommerce are greater than ever – but so too are the challenges.
Retailers are faced with leveraging evolving technologies and meeting the demands of fickle consumers to both win and retain market share. To compete for a more sophisticated and demanding consumer, retailers are constantly striving to improve the customer experience.
To assist retailers in evaluating their overall customer experience, Deloitte performs an annual assessment of the business capabilities of the online channel. By performing this assessment, Deloitte is in a unique position to help retailers examine eCommerce market trends and determine which online capabilities might be prime for investment. In our latest report, we evaluate the 100 largest Web retailers in terms of revenue as defined by Internet Retailer’s “Top 500 Guide” and assess the execution of 142 capabilities (e.g., site performance, branding and layout, shopping cart, globalization, social networking) across these sites.
View the Deloitte report here;