For Customer Experience Professionals

Primary Analyst Photo	Document Information	Rate this Document
	May 17, 2010 How Satisfied Are US Consumers With Store-To-Web Shopping? by Adele Sage with Elizabeth Boehm, William Chu, Rachel Zinser

This is an excerpt

Executive Summary

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 the company's Web site. They cite common grievances like added shipping fees online, inconsistent prices, and difficulty finding products on the Web that they'd seen in the store. To smooth customers' transitions between the store and the Web, customer experience professionals should help shoppers take home enough information to find the same products on the Web and find ways to give in-store shoppers free online shipping.

This is an excerpt

Buy Risk-Free

Price: US $499

Our Service Guarantee: If you are not completely satisfied with this document, notify Forrester within 24 hours of purchase for a full refund.

Already a Forrester Client?
Log in to read this document.