Executive Summary (This is a document excerpt)

As part of an analysis of 16 firms, Forrester evaluated the customer experiences delivered by four large PC manufacturers — Apple, Dell, Gateway, and Hewlett-Packard. Overall, the PC manufacturers earned average scores compared with other industries. The firms delivered poor experiences on their Web sites and in emails and IVR systems. But while each of the PC manufacturers suffered from a different set of problems, our analysis also uncovered a number of good practices, such as Dell's contextual help and Hewlett-Packard's clear transitions from channel to channel.

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