I admit it. I am a demanding consumer. But, aren't we all? We want everything better, faster, easier, and more personalized than ever before. We want to feel like we're important to the companies we do business with. But why is it that despite every marketing milestone and breakthrough many web experiences often fail to meet our expectations?

Blame company structure or budget or legacy systems or leadership or the weather. But the more you excuse it, the worse it gets.

I've made a career out of studying, advocating for, and creating customer experiences and sharing them with clients, in columns, speeches, a book, and now this blog.

So, forget the excuses. Here you'll find a consumer perspective on what works, what doesn't, who's getting it right, and who's still in the dark.

Straight-forward. Unfiltered. Customer fanaticism.




about the study

Each holiday season since 1997, Kelly has lead a team of e-retail analysts in a comprehensive evaluation of the multichannel shopping experience with forty leading retailers. While browsing, shopping and purchasing as true consumers, the team rigorously analyzes, tracks and monitors these experiences in order to determine the latest online trends and practices.

Conceived by Kelly, this acclaimed analysis of the online customer experience was originally known as Resource E-commerce WatchSM. Today it has evolved into Lessons from the Field, a qualitative annual study of holiday shopping, delivering vibrant examples and actionable insights.

This year the methodology for Lessons from the Field ties into a recent research initiative at Resource Interactive, What Women Want. Kelly and her team will focus on how retailers are delivering experiences that meet the needs, desires and expectations of American women, the largest economy on the planet.