Trends Report

Website Functionality Benchmark 2011: Mass Merchants

Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four US Mass Merchants

December 19th, 2011
PE
Patti Freeman Evans
With contributors:
Sucharita Kodali , Benjamin Zeidler , Douglas Roberge , Diane Clarkson , Myriam Da Costa

Summary

In the large-format mass merchant sector, Wal-Mart and Target have successfully implemented market-leading online retail functionality and connected consumer touchpoints to enhance their customer experience. Meanwhile, Costco and BJ's appear to remain in development mode for their online and multichannel presences, lagging behind Wal-Mart and Target's online functionality.

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