For Customer Experience Professionals (Length: 16 pages)
June 18, 2007
Electronics Retailers' Cross-Channel Experience, 2007
An Industry Look At Forrester's Best And Worst Of Cross-Channel Design
This is the eighth document in the "Best And Worst Of Experience Design, 2007" series.
with Adele Sage, Moira Dorsey, Andrew McInnes
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.
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Forrester evaluated multichannel experiences at 16 firms — four large credit card issuers, consumer electronics retailers, PC manufacturers, and wireless carriers. Related Research Documents
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Examining The Current State Of Multichannel Electronics Retailer Experiences
Overall Results For Consumer Electronics Retailers: Relatively Good Find Documents In Related Categories |
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Monday, September 29, 2008
- Best And Worst Of Cross-Channel Design, 2007
- Best And Worst Of B2C Site Design, 2007
- Best And Worst Of Mobile Phone Out-Of-Box Experience, 2007
- Best And Worst Of Email Interaction Design, 2007
- Credit Card Cross-Channel Experience, 2007
- Best And Worst Of Phone Self-Service Design, 2007
- Wireless Carrier Cross-Channel Experience, 2007
- PC Manufacturers' Cross-Channel Experience, 2007
- Best And Worst Of US Mobile Site Design, 2007
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