Here are the Top 10
6. Kohl’s Department Stores
7. Lands’ End
This is a pretty interesting list in that many of the largest online players appear to be doing a god job of making sure their lifeblood, the customer, is being served well. I know personally that while I have not done business with all of these businesses if they are anywhere near as good as Amazon is with their customer service then they are doing something special.
This video from the NRFF is an interesting watch.
The question you have to ask is how would Zappos position in this survey change based on recent events? Did they handle it well enough to keep tier 3rd place position? Were any of those 9,300 participants in the voting part of the 24 million accounts that Zappos asked people to change their passwords for?
Online reputation is a delicate thing for sure. It can be solid one day and completely tarnished the next. The speed at which brands get hurt badly based on customer experience is accelerated to a pace that most businesses are not ready for. Are you ready?