Nike, adidas, New Balance, & Puma Race For Cross-Channel Excellence

Adele-Sage[Posted by Adele Sage]

I just published a doc “Footwear
Manufacturers’ Cross-Channel Experience, 2009
” with the results of
Cross-Channel Reviews of the four leading footwear manufacturers: adidas, New
Balance, Nike, and Puma. We tried to complete standard user goals (looking for
running shoes, buying a pair, and then tracking the order) in several channels
(Web, IVR, phone, and email) and then looked at the experiences across
channels.

Here are some of the highlights:

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