Trends Report

Multichannel Experiences Still Need Work

Consumers Report Low Satisfaction When Shopping Across Channels

February 2nd, 2009
Sucharita Kodali, VP, Principal Analyst
Sucharita Kodali VP, Principal Analyst

Summary

Superior cross-channel experiences continue to be the goal for most retail executives of multichannel businesses. Yet a recent Forrester survey of consumers highlighted the particularly large opportunity in delivering better customer experiences across channels. Forrester continues to promote a five-part framework that is critical to multichannel success: selling, service, measurement, organization and culture, and customer experience. A Forrester report on consumers' low satisfaction with cross-channel experiences can help retail eBusiness and channel strategy professionals understand what consumers are looking for in multichannel experiences.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.