For Customer Experience Professionals

Primary Analyst Photo	Document Information	Rate this Document
	August 9, 2007 PC Manufacturers' 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 PC manufacturers — Apple, Dell, Gateway, and Hewlett-Packard. Overall, the PC manufacturers earned average scores compared with other industries. The firms delivered poor experiences on their Web sites and in emails and IVR systems. But while each of the PC manufacturers suffered from a different set of problems, our analysis also uncovered a number of good practices, such as Dell's contextual help and Hewlett-Packard's clear transitions from channel to channel.

TABLE OF CONTENTS

• Examining Multichannel PC Manufacturer 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.