For Customer Experience Professionals

Primary Analyst Photo	Document Information	Rate this Document
	June 18, 2007 Electronics Retailers' Cross-Channel Experience, 2007 An Industry Look At Forrester's Best And Worst Of Cross-Channel Design by Bruce D. Temkin with Adele Sage, Moira Dorsey, Andrew McInnes

This is an excerpt

Executive Summary

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.

TABLE OF CONTENTS

• Examining The Current State Of Multichannel Electronics Retailer Experiences

RECOMMENDATIONS

• Improve Multichannel Experiences With A Companywide Effort
• Related Research Documents

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.