In light of COVID-19, we are focusing all efforts on helping retailers navigate this crisis.

While we have temporarily switched gears, please rest assured that activities related to the Excellence in Retailing Awards. We will reassess the situation in late April and advise you of the adjusted timelines.

Stay on top of the COVID-19 developments by regularly visiting RCC's COVID-19 update page.

The E-Commerce Experience Award recognizes the best overall user experience for online shopping and transactions, including website design, content, on-site merchandising, on-site search, integration of social, transaction-marketing based email, mobile (handset, tablet or both) and video engagement features for online shoppers.  The entry must demonstrate an outstanding e-commerce customer experience and show how the innovation led to a great customer experience, consumer engagement, positive website (versus product) reviews, and return on investment. Success may be measured by sales conversion rates, abandoned basket rates, page views/engagement, bounce-rates, click through rates, customer satisfaction measures, willingness to recommend rates, post-transaction survey result, referrals, unique visitors, bounce rate, number of repeat unique visitors/customers etc.

Content Requirements for Case Study:

Introduction (100 Words)

Please include the following in your response:

  • Name of retailer
  • Name of e-commerce initiative/website address
  • Name of website/design agency (if applicable)
  • Summary of e-commerce initiative

Needs and Objectives (300-500 Words) - 20%

Please include the following in your response:

  • The needs for the initiative, project or site
  • A complete description of the initiative’s target market
  • The objective or purpose of the initiative

Program Details & Results (600-1000 Words) - 70%

Please include the following in your response:

  • Outline the creative execution of the initiative from concept to completion
  • Describe how the initiative provides the consumer with an outstanding industry leading holistic retail experience, providing product information and/or purchase options, applying best-of-breed traditional or non-traditional merchandising principles to the online environment and utilizes state-of-the-art online merchandising tactics and strategies. Demonstrate how these tactics were measured and their results.
  • Discuss how (if applicable) store operations or other department/teams were engaged and involved in the process to ensure positive customer experience
  • Explain how the initiative improved the experience of such elements as: navigation, product selection and information, purchase options, fast loading pages, interactive content, security of purchase, e-mail follow-up/order tracking, speed of delivery, search engine optimization smooth and effective customer returns process, quality customer service and more. Describe how this helped achieve the ultimate goal of the initiative.
  • Explain the collaboration of both internal and external stakeholders. Describe the impact the initiative had on all stakeholders (e.g. internal team collaboration, improved supplier relations).
  • Outline the resources, budget and timelines assigned to the initiative. Explain how these resources were effectively used, budget targets were maintained and timelines achieved.
  • Describe how the initiative was to be evaluated and if the plan met the assessed needs, if all components were delivered and if the overall objectives were achieved.
  • Discuss the success of the initiative including applicable measurements: click through rates, referrals, sales, repeat unique visitors, and sales conversions.
  • Elaborate on any other elements that you would like to highlight about the initiative

Supporting Evidence: Judged - 10%

Provide creative examples with descriptions (e.g. Images, user reviews etc.)

Formatting Requirements for Case Study:

  1. Title Page
    (Must include Award Category, Name of Company and Title of Submission)
  2. Table of Contents
  3. Content Pages
    • Introduction
    • Needs and Objectives
    • Program Details & Results
  4. Appendices (if applicable) and Supporting Evidence with description