Its reported acquisition of mobile point-of-sale service provider GoPago points in that direction. GoPago would give Amazon the technology to compete with other players ...
Best Buy is tops at linking stores and the web, survey says
The e-retailer has the highest degree of visibility among online, in-store, call center and mobile.
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% and Target 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 top three retailers also got high marks for making individual store information, such as store events, available on mobile sites;36% of the evaluated retailers did this. Target lost cross-channel points by not having in-store signage promoting its other sales channels and for not using mobile phones’ built-in GPS for its store locator.
Across the 25 retailers evaluated using mystery shoppers, only 12% could access customers’ pending web orders in store and 40% ran promotions that were consistent between the web and retail store.
“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.”