Search engines and other e-retailers lose share as shoppers increasingly turn to Amazon for product searches, a Bloomreach survey finds.
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But Cavens says Blue Nile isn’t evaluating the new feedback application in terms of direct ROI. The real payoff is in the business intelligence it provides about the customer experience on the site. “We are not so much measuring the success of the tool as seeing the value in using it more and using the data we get out of it more,” he says.