For Customer Experience Professionals

Primary Analyst Photo	Document Information	Rate this Document
	April 6, 2006 Design Sites With Other Channels In Mind by Harley Manning with Nate L. Root, Moira Dorsey, Janelle Johnson

This is an excerpt

Executive Summary

The factors that drive ROI from Web site redesigns depend strongly on how a company's site relates to its other channels, like call centers and retail stores. But aligning the interests of managers who are responsible for those other channels can be tough. Tougher still: bringing the quality of the self-service Web site experience up to the standards set by full-service (human-assisted) channels. To design sites that work in harmony with other channels — and live up to the high expectations that those channels set — companies need to repair broken cultural attitudes and processes, benchmark Web sites against their other channels, and set a high bar for online user experience.

This is an excerpt

Buy Risk-Free

Price: US $499

Our Service Guarantee: If you are not completely satisfied with this document, notify Forrester within 24 hours of purchase for a full refund.

Already a Forrester Client?
Log in to read this document.