For Customer Experience Professionals (Length: 15 pages)
December 10, 2007
Web-Store Experiences: Department Stores
Forrester Evaluated Channel Transitions Of Four Department Stores
This is the first document in the "Best And Worst Of Web-Store Experiences" series.
by Bruce D. Temkin, Adele Sage
with Andrew McInnes
Executive Summary (This is a document excerpt)
Forrester applied its Cross-Channel Review methodology to the experiences at four department stores — JC Penney, Kohl's, Macy's, and Sears. While Sears received the top overall score, none of the four companies received an overall passing grade. Despite uncovering many flaws, we also found a number of good practices, like Sears' online store inventory check and JC Penney's clear store directories. Firms that want to improve the coordination between their Web sites and their stores need to evaluate and explicitly design the experiences with a cross-functional team.
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recommendations
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Forrester evaluated the cross-channel experience at four department stores: JC Penney, Kohl's, Macy's, and Sears. Related Research Documents
February 16, 2007
September 19, 2006
July 19, 2004 |
Examining Department Store Web-Store Channel-Transition Experiences
Overall Results For Department Stores: Not GoodFind Documents In Related Categories |
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