(Brendan Miller and Madeline King)
The Forrester Industry Wave™ evaluates digital experiences of firms; they highlight digital best practices from leading firms and help our clients better understand what digital strategies will best win, serve, and retain customers.
Retailers have more work to do on their apps to inspire omnichannel shopping. In 2019, smartphones will influence 32.2% of US offline retail sales. With more than $1 trillion on the line, we selected nine top US retailers to see what kind of digital experience they bring to the table online and in-store. Retailers need to stay focused on app features that add rich customer value or risk losing their app users, who are also likely their most loyal customers.
We identified four leaders: The Home Depot, Sephora, Walmart, and Target. Home Depot decisively takes the leading spot with its best-in-class in-store capabilities. All four leaders distinguish their apps by adding customer value beyond mCommerce. Here are some of the ways they stood out:
Forrester clients can read the full report here.
To read more about YML’s work with The Home Depot: https://ymedialabs.com/project/home-depot