How do Jcrew.com and Gap.com provide value to their customers beyond the physical products that they sell? Why would a customer purchase online instead of going to the store? Under what circumstances would the customer prefer a store-based experience?
Using either your own experience or that of a friend, select a familiar multichannel retailer. Evaluate its Web site in terms of how well it provides value to its customers. Do you believe that offering multiple selling channels to customers enhances their shopping experience? How does it help the retailer? Explain your answer.
