Interesting study results in InternetRetailer today:
Best Buy Inc. earned the top score for delivering satisfactory cross-channel shopping experiences to consumers in an analysis of 25 retailers conducted by CrossView, a multichannel services provider.
The consumer electronics retailer, the largest in the world by revenue and No. 11 in Internet Retailer’s Top 500 Guide, earned 465 points out of a possible 575 in the analysis, giving it a grade of 81%. Sears took second place with 425 points and a grade of 74% andTarget placed third with 400 points and a grade of 70%. Sears is No. 7 and Target is No. 22 in the Top 500 Guide.
The companies received strong scores in such areas as having same-day pickup of web orders in retail stores—less than a quarter of the retailers evaluated offered any form of in-store pick-up—and for making pending web order data available to customer service representatives at their call centers. Little more than a third of retailers, 36%, could provide agents with order data.
…“The study shows that providing a satisfying cross-channel retail experience is still a daunting task both operationally and technologically,” notes Jason Goldberg, vice president, strategy & customer experience, CrossView. “We still have a long way to go before a true cross-channel platform is industry standard.”
This is a topic that will be addressed at next month’s Shop.org Annual Summit; I’m interested in hearing what Bill Bass has to say in his keynote on the 12th!