What's Included
I. WEAVING THE WEB
The influences
Across channels
Keeping customers loyal

II. THE STATE OF CROSS-CHANNEL SHOPPING
How customers shop
The category factor

III. THE STATE OF IN-STORE PICK-UP
Primary motivators
Customer feedback
The consistency challenge

IV. IN-STORE PICK-UP MYSTERY SHOPPING Ð BACKGROUND
Research goals
Methodology
Merchants

V. IN-STORE PICK-UP Ð KEY ONLINE FINDINGS
Cross-channel tools
Store inventory
The order process

VI. THE PICK-UP EXPERIENCE - IN-STORE
Key metrics
Cross-channel elements

VII. ONSITE PRODUCT LOCATORS
Subset analysis

VIII. IN-STORE PICK-UP EXCELLENCE
Merchants of note

IX. FEATURE PENETRATION TABLES

X. MERCHANTS SHOPPED

XI. ABOUT THE E-TAILING GROUP
© 2003. the e-tailing group, inc.