For Customer Experience Professionals (Length: 15 pages)

Executive Summary (This is a document excerpt)

Forrester applied its Cross-Channel Review methodology to the experiences at four electronics retailers — Best Buy, Circuit City, RadioShack, and Wal-Mart. While Best Buy 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 Best Buy's clear signage to look for more products online and RadioShack's easy-to-print product pages. To improve the coordination between their Web sites and their stores, firms need to evaluate and explicitly design the experiences with a cross-functional team.

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