Foyles are a well-known brick-and-click bookseller. As part of our ongoing eCommerce fulfilment challenge, which started with ASOS, we decided to put the Foyle's customer experience to the test. I made an order on their eCommerce website and reviewed the entire process from start to finish.
For the ultimate customer experience, eCommerce companies will need everything from a good-looking, easy to use website, to top-notch logistics. A good website will bring in the custom but if your order fulfilment doesn't meet the demand then you can bet those customers won't be returning. On the flip side, if you have splendid logistics but a website that looks less inviting than a dark alley in a bad city then you'll never get the customers through in the first place.
But now onto what you came here for: The 'Foyles' Customer Experience!