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Patti Freeman Evans

Vice President, Research Director serving eBusiness & Channel Strategy PROFESSIONALS

Patti serves eBusiness & Channel Strategy Professionals. She is a leading expert on multichannel retail strategy with 19 years of diversified experience, expertise in creating customer-centric eCommerce sites, integrating channels effectively, developing innovative marketing initiatives, and ensuring high-standard customer service and order fulfillment operations.

Previous Work Experience

Patti was formerly a research director at JupiterResearch. Before joining JupiterResearch, she held leadership positions with leading internationally known companies like Bloomingdale's and Godiva Chocolatier. Most recently, she was director of shopping services with bloomingdales.com, where she touched on all aspects of the multichannel retail business. Brought on board to create and launch Bloomingdale's Bridal Registry website with WeddingChannel.com, Patti directed all aspects of the business from concept to implementation, including back-end customer service and store integration issues. In her previous capacities at Bloomingdale's, she led the international marketing department and implemented award-winning multiple-media marketing and retention programs. Further, Patti has done project work to develop interactive educational products for adults and children.

Patti has been quoted in major media outlets such as The Wall Street Journal, The New York Times, The Chicago Tribune, and Business 2.0, as well as in industry publications such as Internet Retailer and Executive Technology. Patti has also appeared on NBC Nightly News, CNBC, BBC, CNN, NPR, PBS, Fox Business News Network, and BNN.

She has taught eCommerce at the Fashion Institute of Technology in New York and is also the vice chairman of the board of directors for Shop.org, a membership organization that serves the online and multichannel retail community and a division of the National Retail Federation.


Education

Patti earned a B.A. in business management and studio art from Franklin and Marshall College.

Research Coverage:

B2C eCommerce, Dell, Direct Marketing, Interactive Marketing Strategy and Process, Multichannel Selling Strategies, Social Marketing, Social Media, Tata Consultancy Services (TCS), eCommerce, eCommerce Adoption, eCommerce Platforms & Technologies

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17 results in Reports

  • Patti Freeman Evans
  • Retail
  • Customer Experience Management

  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark 2012: US Online Grocers

    Forrester Applies Its Website Functionality Benchmark To The Sites Of Four US Online Grocery Stores

    Patti Freeman EvansJuly 26, 2012

    Forrester evaluated the grocery websites of the four most frequently used online grocers based on Forrester Consumer Technographics® data — AmazonFresh, FreshDirect, Peapod, and Safeway...

    • Downloads: 334
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark 2011: Mass Merchants

    Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four US Mass Merchants

    Patti Freeman EvansDecember 19, 2011

    In the large-format mass merchant sector, Wal-Mart and Target have successfully implemented market-leading online retail functionality and connected consumer touchpoints to enhance their customer...

    • Downloads: 489
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:European In-Store Pickup Service Best Practices

    Addressing Consumers' Need For Immediacy And Cost Savings

    Sabine Poltermann, Patti Freeman EvansDecember 2, 2011

    European consumers continue to make use of all of the touchpoints that eBusiness professionals offer when making purchases. Click and collect serves multichannel buyers' fundamental needs by allowing...

    • Downloads: 310

  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark 2011: Luxury Department Stores

    Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four US Luxury Department Stores

    Patti Freeman EvansOctober 5, 2011

    Forrester applied its Website Functionality Benchmark evaluation methodology to the top four US luxury department stores: Barneys New York, Neiman Marcus, Nordstrom, and Saks Fifth Avenue. These...

    • Downloads: 530
    • Rating:

  • For eBusiness & Channel Strategy Professionals

    Report:Case Study: Backcountry.com And Community-Based Visual Merchandising

    Using Personal Community Elements To Provide A Differentiated Experience

    Patti Freeman EvansMay 24, 2011

    Backcountry.com, a high-end outdoor apparel retailer, was looking for a way to differentiate customer interactions in a tight competitive space. It chose to roll out a deep community-based...

    • Downloads: 251

  • For eBusiness & Channel Strategy Professionals

    Report:Ratings And Reviews: Q1 2011 Snapshot

    Patti Freeman EvansMay 16, 2011

    Our research tells us that people love ratings and reviews. In fact, they rely on them for a majority of purchases. However, the days of simple stars and paragraphs are long gone. The use of ratings...

    • Downloads: 528

  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark 2010: US Outdoor Outfitters

    Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Five Top Outdoor Apparel Brands

    Patti Freeman EvansFebruary 17, 2011

    Forrester evaluated the websites of the five largest US outdoor retailers — Lands' End, L.L.Bean, Eddie Bauer, Orvis, and Sierra Trading Post — using our Website Functionality Benchmark...

    • Downloads: 321

  • For eBusiness & Channel Strategy Professionals

    Report:Website Functionality Benchmark 2010: European Apparel Multichannel Retailers

    Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Five Top Apparel Brands

    Andrea Carini, Patti Freeman EvansFebruary 8, 2011

    Forrester evaluated the transactional websites of five European apparel retailers — Zara, H&M, Promod, Miss Sixty, and Topshop — using our Website Functionality Benchmark methodology. The...

    • Downloads: 522

  • For eBusiness & Channel Strategy Professionals

    Report:Web Site Functionality Benchmark 2010: UK Grocers

    Top UK Grocers

    Patti Freeman Evans, Lauriane CamusAugust 18, 2010

    Forrester evaluated the grocery Web sites of the four largest UK grocers — Asda, Sainsbury's, Tesco, and Waitrose — using our Web Site Functionality Benchmark methodology. The results:...

    • Downloads: 368

  • For eBusiness & Channel Strategy Professionals

    Report:European Social Retail Is A Work In Progress

    Patti Freeman Evans, Lauriane CamusJune 25, 2010

    Social media is transforming the way European online buyers interact with each other and consume content. Online buyers are using social media to connect with their peers and, to a much lesser...

    • Downloads: 572

  • For eBusiness & Channel Strategy Professionals

    Report:Trends 2010: European Retail eBusiness And Channel Strategy

    Online Commerce Will Remain Resilient During The Coming Quarters

    Lauriane Camus, Patti Freeman EvansFebruary 18, 2010

    While the major markets in Western Europe are still emerging from the impact of the financial crisis, the Internet channel continues to gain awareness and traction among consumers. Retail eBusiness...

    • Downloads: 1294

  • For eBusiness & Channel Strategy Professionals

    Report:European Online Retail Customer Service Availability Is Still Immature

    Retail eBusiness Customer Service And Support Benchmark, 2009

    Patti Freeman Evans, Andrea CariniJanuary 15, 2010

    Forrester evaluated the accessibility and availability of online customer service and support among 42 leading European retail Web sites across six retail subsegments. Four sites received a passing...

    • Downloads: 414

  • For eBusiness & Channel Strategy Professionals

    Report:Outlook For European Online Christmas Sales, 2009

    A Bright Spot In An Otherwise Uninspiring Retail Marketplace

    Patti Freeman Evans, Lauriane CamusNovember 4, 2009

    This year, the crucial run-up to Christmas shows more optimism compared with last year. Still, consumer sentiment remains fragile, and most retailers remain cautious: Most European Net users are...

    • Downloads: 171

  • For eBusiness & Channel Strategy Professionals

    Report:Targeting The European Cross-Border Buyer

    Online Cross-Border Buyers Are Affluent, High-Spending Online Buyers And Are Looking For The Perfect Product

    Patti Freeman Evans, Lauriane CamusSeptember 15, 2009

    Nearly one-third of European online buyers have made Web purchases outside of their home country. Online cross-border buyers are desirable consumers because they show high online buying tenure, have...

    • Downloads: 370

  • For eBusiness & Channel Strategy Professionals

    Report:Holiday 2008 Postmortem: How The Past Holiday Season Influenced Online Buyer Behavior

    Patti Freeman EvansMay 13, 2009

    2008 online holiday sales experienced the lowest increase in the past 10 years — 5%. The number of online holiday buyers was meanwhile up 11% from the same period in 2007, which maintained the...

    • Downloads: 200

  • For eBusiness & Channel Strategy Professionals

    Report:Retail Executive Survey, 2008: Using Maslow To Set Site Investment Priorities

    Patti Freeman EvansApril 1, 2009

    The current economic environment puts heightened pressure on retailers that in turn must adjust their practices and strategies. Despite being painful, this experience is somewhat analogous to issues...

    • Downloads: 240

  • For eBusiness & Channel Strategy Professionals

    Report:Alternative Delivery Options: Benefiting Both Buyers And Retailers

    Patti Freeman EvansFebruary 18, 2009

    In-store pickup, shipment to store, and parcel pickup points all offer an alternative to home delivery of eCommerce orders in Europe. For retailers, alternative deliveries can create an opportunity...

    • Downloads: 184
 
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