By  on March 7, 2017

As consumers’ attention span continues to dwindle, retailers and brands are being charged with offering frictionless customer service in order to capture and maintain shoppers. Astound Commerce, a global digital commerce provider released the results of its 20th Annual Mystery Shopping Study, which discerned retailers and brands that are excelling in the customer service segment.

Top performers included B&H, Gap, L.L. Bean, Lancôme, Moosejaw, Home Depot and Zappos. Here, Lauren Freedman, senior vice president of digital strategies at Astound Commerce, discusses the effects of shifting consumer expectations and new technology that’s enhancing the shopper’s journey.

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