Executive Summary (This is a document excerpt)

As part of an analysis of 16 firms, Forrester evaluated the customer experiences delivered by four large consumer electronics retailers — Best Buy, Circuit City, RadioShack, and Wal-Mart. Overall, the retailers ended up with the highest average score compared with other industries, but the firms still delivered poor experiences in IVR systems, email, and channel transitions. But while each of the electronics retailers suffered from a different set of problems, our analysis also uncovered a number of good practices, such as Circuit City's product recommendation tool and RadioShack's phone agents who proactively directed users to Web self-service.

Buy Risk-Free

Download and print PDF immediately. Price: US $499

Our Money-Back Guarantee: If you are not completely satisfied, return it for a full refund within three weeks of your online purchase.

Already a Forrester Client?
Log in to read this document.