For Customer Experience Professionals

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	February 4, 2008 Web-Store Experiences: Electronics Retailers Forrester Evaluated Channel Transitions Of Four Electronics Retailers by Bruce D. Temkin with Adele Sage, Andrew McInnes

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Executive Summary

Forrester applied its Cross-Channel Review methodology to the experiences at four electronics retailers — Best Buy, Circuit City, RadioShack, and Wal-Mart. While Best Buy received the top overall score, none of the four companies received an overall passing grade. Despite uncovering many flaws, we also found a number of good practices like Best Buy's clear signage to look for more products online and RadioShack's easy-to-print product pages. To improve the coordination between their Web sites and their stores, firms need to evaluate and explicitly design the experiences with a cross-functional team.

TABLE OF CONTENTS

• Examining Electronics Retailers' Web-Store Channel Transition Experiences

RECOMMENDATIONS

• Improve Cross-Channel Experiences With A Companywide Effort
• Supplemental Material
• Related Research Documents

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