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For Customer Experience Professionals

Web-Store Experiences: Electronics Retailers

Forrester Evaluated Channel Transitions Of Four Electronics Retailers

February 4, 2008

Authors

  • By Bruce D. Temkin
  • with Adele Sage,
  • Andrew McInnes

Why Read This Report

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.

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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