For eBusiness & Channel Strategy Professionals

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	February 2, 2009 Multichannel Experiences Still Need Work Consumers Report Low Satisfaction When Shopping Across Channels an introduction by Sucharita Mulpuru

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Executive Summary

Superior cross-channel experiences continue to be the goal for most retail executives of multichannel businesses. Yet a recent Forrester survey of consumers highlighted the particularly large opportunity in delivering better customer experiences across channels. Forrester continues to promote a five-part framework that is critical to multichannel success: selling, service, measurement, organization and culture, and customer experience. A Forrester report on consumers' low satisfaction with cross-channel experiences can help retail eBusiness and channel strategy professionals understand what consumers are looking for in multichannel experiences.

This is an excerpt