Amazon's Secret Sauce

By By Nora Aufreiter, Josh Leibowitz and Kelly Ungerman

Fanatical attention to customer needs and smart tech investments underpin e-commerce excellence and customer loyalty.

The leader in digital retail, of course, is Amazon. It’s well known how they’ve revolutionized retail (and, more impressively, continue to revolutionize it). What’s less well known is how they’ve done it.

We did some analysis recently to understand how Amazon continuously moves the bar ever higher. In that analysis, we think, are clues for how multichannel retailers can improve their own operations and create the kind of customer experiences that Amazon has made standard across so many industries. Here is a short slideshow of the most intriguing insights we found: