Between October and November 2010 Aberdeen surveyed 100 retailers to detail the current state of multi-channel retailing and the required roadmap towards more integrated and unified cross-channel operations.
According to the survey...
- 69% of retailers have possessed a multi-channel sales and service initiative for at least one year compared to 58% of those surveyed at the start of the fiscal year
- Online (84%), brick-and-mortar (73%) and call center (48%) are three leading channels that are spearheading multi-channel initiatives
- Best-in-Class companies achieved customer satisfaction rates of 91%, increased year-over-year average basket size by 22% and increased year-over-year revenue by 21%
In this report, Aberdeen provides actionable recommendations on the roadmap methods and processes that Best-in-Class companies employ to impact company performance through their investments in cross-channel retailing. Aberdeen also shows how companies can overcome cross-channel expansion and integration-related challenges between the traditional and emerging channels.
Achieve Best-in-Class results, download Aberdeen's report on 'The Roadmap from Multi-Channel to Cross-Channel Retailing: The True ROI of Unified Customer Experience' today!