Why Read This
eBusiness professionals often struggle with how to prioritize the countless issues that populate eCommerce to-do lists. This chapter of the retail eCommerce playbook is a prescriptive look at the industry standards and opportunities for differentiation in a retail eCommerce experience. We've divided the key opportunities into features and functionality to improve a site's navigation, the product detail page, and the checkout experience. The report also discusses additional areas of opportunity such as fulfillment, customer service, and multichannel execution. This report is an update to the report of the same name originally published on April 26, 2013. Forrester periodically reviews and updates it for continued relevance and accuracy, and this time found that only minimal changes were needed, and updated it accordingly as of October 2014.
Tags: B2C eCommerce, Commerce Solutions, Customer Experience Management, Customer Journey, Design & Usability, Digital Business, eCommerce, Multichannel Customer Experience, Multichannel Retail, Online Retail, Retail, Web Design Standards