Once in a while, Amazon’s dearth of stores hurts, and that’s pretty much inevitable in an in-depth study of customer experience that includes brick-and-mortar. It’s worth noting that Amazon landed in the top five overall in ForeSee’s results, even without many physical locations.
Still, ForeSee’s ongoing work demonstrates the strength of stores at a time when much is being made of the incursion of e-commerce into retail. Costco, which took the top spot in this latest ranking, continues to hold its own in a tough retail environment, posting healthy sales and profits in the second quarter, along with gains in memberships and renewal rates.
