The Best And Worst Of Cross-Channel Design

We just completed a pretty extensive evaluation of the cross channel experiences of the following 16 large companies:

  • Airlines: American Airlines, Delta Air Lines, Southwest Airlines, United Air Lines
  • Banks: Bank of America, JP Morgan Chase, Wachovia, Wells Fargo
  • Department stores: JC Penney, Kohl’s, Macy’s, Sears
  • Mp3 manufacturers: Apple, Creative, iRiver, Sony

The research used Forrester’s Cross-Channel Review methodology (which is a form of an expert reveiw) to grade the experiences across 57 criteria. The analysis looked at interactions via the Web, email, IVR, phone agent, as well as cross-channel transitions.

Here are some of the findings from the research:

  • None of the 16 companies received a passing score [+57 or higher].
  • Airlines received the highest average score [-8] and MP3 manufacturers the lowest [-29].
  • Delta received the highest score and iRiver received the lowest score.
  • There were 4 criteria that all of the companies failed:
    • “Is text legible?” (Web Site)
    • “Can customers get a confirmation of their phone conversation in another channel?” (Phone Agent)
    • “Can the user complete her goals in all required channels?” (Channel Transition)
    • “Can the user control how he interacts with the company?” (Channel Transition)
  • Results differed across the channels we evaluated:
    • Web Site: Delta was best; Sony was worst
    • IVR: American Airlines was best; iRiver, JC Penney, Southwest Airlines were worst
    • Phone agents: American Airlines was best; JC Penney was worst
    • Email: Sears, Creative were best; Southwest Airlines, Apple, iRiver were worst
    • Channel transitions: Macy’s was best; JPMorgan Chase, American Airlines were worst

I need to give a shout out to the Adele Sage, Vidya Drego, and Andrew McInnes who did most of the hard work on the research.

The bottom line: It’s not all bad news; firms that make improvements can really differentiate themselves.

Written by 

I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey.

Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum.

My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers.

I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (CXPA.org), a non-profit organization dedicated to the success of CX professionals.

2 thoughts on “The Best And Worst Of Cross-Channel Design”

  1. I pulled a book from someone who commented on another article – it has been such a great tool for my company. Great insights into customer service, and feedback. I just wanted to thank you for providing such a great place where people can talk about the true core of the companies – customers! I have found such great information here – keep it up!

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