For Customer Experience Professionals

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	September 18, 2009 Footwear Manufacturers' Cross-Channel Experience, 2009 An Industry Look At This Year's Best And Worst Of Cross-Channel Design by Adele Sage with Bruce D. Temkin, Andrew McInnes, Rachel Zinser	Average: 8  (1 rating)

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Executive Summary

As part of a larger analysis of 16 firms, Forrester evaluated the cross-channel experiences of four large footwear manufacturers — adidas, New Balance, Nike, and Puma. Overall, the footwear manufacturers lagged relative to most of the other industries. Nike, propelled by its IVR and email experiences, was the highest scoring footwear manufacturer. While each footwear manufacturer suffered from its own Achilles' heel, our research uncovered a number of good practices, such as New Balance's guide to arch support and Nike's and Puma's online tools to customize shoes. To improve cross-channel experiences, customer experience professionals should evaluate their firms' experiences and develop a strong voice of the customer program.

TABLE OF CONTENTS

• Examining The State Of Multichannel Footwear Manufacturer Experiences

RECOMMENDATIONS

• Improve Your Firm's Multichannel Experiences

HOW FORRESTER CAN HELP

• Use The Cross-Channel Review To Grade Your Own Firm's Customer Experience
• Supplemental Material
• Related Research Documents

This is an excerpt