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STUDY: Online retail tough, but cohesive experience still elusive
September 17, 2008
Investor's Business Daily: A jittery economy doesn't seem to be unnerving the nation's online retailers. But one dark cloud inside the silver lining is the difficulty of aligning in-store and Internet experiences. That is one finding of "The State of Retailing Online 2008: Profitability, Economy & Multichannel Report," which is put together by Forrester Research for Shop.org, the digital unit of the National Retail Federation. Many Web teams are isolated from their counterparts in stores and in catalog sales — even though half of all online customers visit a company's physical stores or buy via mail-order catalogs.
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