Ulta Beauty named Retail Innovator of the Year at 2016 Excellence in Customer Experience Award Ceremony

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Multichannel Merchant presented awards in Customer Experience, Best Customer Returns Experience, Excellence in Brand Communication, Best Shipping & Delivery Experience and Best Packaging recognized in April 14 ceremony recognizing ecommerce and retail excellence.

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The Excellence in Customer Experience awards program recognizes companies that consistently deliver a great customer experience. To their customers, they are superheroes, delivering a superior experience every time.

Retailers at the cutting edge of delivery, packaging, returns, customer experience and innovation were honored at the 2nd annual Excellence in Customer Experience Awards, held April 14 at the Duke Energy Convention Center in Cincinnati OH as part of Multichannel Merchant’s Operations Summit 2016. The awards recognize companies that consistently deliver a great customer experience from the initial order to the return.

The winners by category were:

  • Customer Experience Leader: Bonobos
  • Best Customer Returns: Nordstrom
  • Best Packaging: Bath & Body Works
  • Best Shipping and Delivery Experience: Apple
  • Excellence in Brand Communication: Levi Strauss
  • Retail Innovator of the Year: Ulta Beauty

“Omnichannel retailing requires an increasingly complex operation to handle a wide range of order, fulfillment and delivery options. And it is not enough to just ‘get it right,’” said Leslie Bacon, Group Publisher, Chief Marketer Network. “Every touch is an opportunity to impress—or even delight--customers and keep them coming back for more. The companies we honor today do just that.”

The awards finalists and winners for five of the six categories were determined by SmartHub, Innotrac + eBay Enterprise’s extensive benchmarking study of the ecommerce industry. SmartHub places test orders and tracks performance; the data collected from these orders were used to identify the top performers in five of the award categories.

The Retailer Innovator of the Year category recognized the most innovative retailer in the past year. The editors at Multichannel Merchant submitted nominations and selected the winner based on their research and reporting in 2015. Innovations in technology, supply chain, inventory, and other facets that led to an enhanced customer experience were evaluated.

“We want to offer our congratulations to all the 2016 winners and finalists for continuing to explore new ways of delivering consistent excellence across all facets of the customer experience,” Bacon said. “In the process they’re increasing loyalty and driving sales, raising the bar on retail innovation and inspiring others to do so as well.”

Smarthub by Innotrac was the award’s Diamond Sponsor for 2016; Global Response was the Gold Sponsor of the 2016 Excellence in Customer Experience Awards.

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John Gibb
Access Intelligence
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