First published: November 2011
Multichannel Retail Customer Experience Report 2011
The Multichannel Retail Customer Experience Report provides full analysis, guidelines, and real examples that review the state of cross-channel brand experience in the retail sector. The expectation of consumers to be able to shop through multiple channels and to receive top level customer service at all times is driving the requirement for retailers to ensure that their interactions across all platforms are up to scratch. Taking a sample of 15 retail brands, from fashion and department stores through to technology companies, the report analyses and presents a league table showing how well each company is delivering their multichannel customer experience.
The websites analysed were:
- Apple Store
- Bodyshop
- Blackwells
- Boots
- Currys
- Debenhams
- Early Learning Centre
- Hamleys
- John Lewis
- Marks & Spencer
- Next
- Superdrug
- Ted Baker
- Top Shop
- Waterstones
Download the report
(PDF - 721KB)
Get your copy today - it's free!
Adobe Reader
(If you're using a screen reader consult Adobe accessibility for advice on accessing PDFs)
