Most online retailers have key performance indicators (KPIs) for sales, average order value, comparative sales and conversion rates; however, less than 50% of retailers measure customer loyalty through customer satisfaction (net promoter score), customer retention and post-purchase customer survey results.
Author Archive for: jneville
About Jeffrey Neville
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Entries by Jeffrey Neville
Throughout my career in retail, I have had the pleasure of working with some of the greatest brands as a CIO, COO, VP of E-commerce and consultant. I have recently come to a critical conclusion: The IT organization has STOLEN THE CUSTOMER from the rest of the retail organization. Here are a few examples to illustrate my point.
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We are a comprehensive consulting firm helping many of the most successful retailers and restaurant operators solve their business and technology problems. We focus on three key areas: IT strategy, vendor selection and project implementation.