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For Customer Experience Professionals
(Length: 16 pages)
June 18, 2007 Electronics Retailers' Cross-Channel Experience, 2007An Industry Look At Forrester's Best And Worst Of Cross-Channel DesignThis 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. Buy Risk-FreeDownload 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?
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Archived Teleconference:
Service Versus Low Prices: The Battle For Loyalty
Original air date: Friday, October 16, 2009 Also in this series:
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