Why Read This
Consumer electronics retailers in Australia face many challenges, but online retail is booming despite the relatively modest feature set provided by most Australian sites. To dig deeper, Forrester applied its Website Functionality Benchmark methodology to the transactional sites provided by five Australian companies: Dick Smith, Harvey Norman, JB Hi-Fi, Kogan, and The Good Guys. The testing showed that these sites have considerable room for improvement, though Dick Smith, Harvey Norman, and The Good Guys deserve recognition for covering core search and navigation tactics; Dick Smith had the best checkout process in the review set; and all retailers stood out for best practice in at least one area. To move forward, each retailer should settle on a clear vision for the future that is well differentiated and creates value for its most profitable customers. From there, the company should test continuously while deploying key features to support that vision.
Tags: Benchmarks, Brand & Product Web Sites, Customer Experience Management, Customer Relationship Management (CRM), Customer Service & Support, Design & Usability, Digital Marketing, eCommerce, Multichannel Customer Experience, Packaged Solutions, Social Computing, Social CRM, Technology, Web 2.0, Web Design Standards