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  • Report How Satisfied Are US Consumers With Store-To-Web Shopping?

    May 17, 2010 | Adele Budovsky

    Only half of consumers are satisfied with their experiences when researching apparel/footwear/accessories, consumer electronics, and wireless products and services in a store and then purchasing on...

  • Report Cross-Channel Design, One Channel Pair At A Time

    Simplify Your Approach By Focusing On Pairs Of Channels
    January 21, 2009 | Adele Budovsky

    Consumers are moving from channel to channel, but they're not satisfied with the experiences. Since fixing broken cross-channel experiences can be overwhelming, firms should focus on improving...

  • Report How Consumers Research, Buy, And Get Service

    Preferences For Channels Differ Across Generations
    March 31, 2008 | Bruce D. Temkin

    Forrester asked consumers about the channels they use when researching, buying, and getting customer service. In-person interactions, both phone and store, dominated these activities. But consumers...

  • Report Web-Store Experiences: Electronics Retailers

    Forrester Evaluated Channel Transitions Of Four Electronics Retailers
    February 4, 2008 | Bruce D. Temkin

    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...

  • Report European Car Insurance Cross-Channel Experience, 2007

    We Apply Our Cross-Channel Review Methodology To Four Car Insurance Firms
    July 19, 2007 | Craig Menzies

    Forrester reviewed four European car insurance providers — The AA and Direct Line in the UK, AXA in Germany, and Macif in France — using Forrester's Cross-Channel Review methodology. Overall, the...

  • Report Electronics Retailers' Cross-Channel Experience, 2007

    An Industry Look At Forrester's Best And Worst Of Cross-Channel Design
    June 18, 2007 | Bruce D. Temkin

    As part of an analysis of 16 firms, Forrester evaluated the customer experiences delivered by four large consumer electronics retailers — Best Buy, Circuit City, RadioShack, and Wal-Mart. Overall,...

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