Forrester eCommerce

NOVEMBER 30, 2023

With UN Climate Change Conference COP28 starting today in Dubai, increased media and activist attention on the implications of climate change is shaping consumers’ perceptions of and attitudes toward environmental sustainability.

Consumer 231

Consumer Marketing Customer Experience B2C 231

Forrester eCommerce

FEBRUARY 3, 2021

Our latest update to our Digital Go-To-Market Review series for brands looks at the consumer electronics sector. Electronics store sales peaked in 2007, and since then, an ever-growing proportion of consumer electronics sales has moved online.*

Consumer Electronics 435

Consumer Electronics Electronics Consumer Marketing 435

Retail TouchPoints

AUGUST 26, 2021

Conversational marketing enables marketers to build brand equity and improve campaign performance by transforming the customer experience through a combination of strategy, approach and technology. Over the last few years, consumers have come to expect personalization from the retail brands that they love.

Consumer 317

Consumer Marketing Mobile Customer Experience 317

Forrester eCommerce

MARCH 11, 2024

European consumers are forming four distinct groups with regard to how their consumption habits impact both the environment and their daily lives: Country-Level Stereotypes No Longer Apply: Southern Europe Leads […]

Consumer 393

Consumer Customer Experience B2C Customer 393

Forrester eCommerce

SEPTEMBER 19, 2023

As Forrester’s consumer behavior analyst, I’m going to say something controversial: the consumer does not need to be a part of every business decision. There’s no shortage of supply or demand for consumer insights.

Consumer 405

Consumer Supplies Marketing B2C 405

Forrester eCommerce

APRIL 15, 2024

Learn the five most common barriers impeding widespread customer adoption of sustainable offerings and how to encourage sustainable behaviors among B2C buyers.

Consumer 246

Consumer B2C Customer Customer Experience 246

Forrester eCommerce

FEBRUARY 23, 2023

Understanding consumer behavior is the underpinning of effective B2C marketing strategies. Simply put, they champion their customers every step of the way. Some of the best CMOs aren’t only culture-reflectors but culture-makers — both in the brand stories they tell and the brand experiences they create.

Consumer 364

Consumer B2C Marketing Customer 364

Retail TouchPoints

MARCH 8, 2024

has named four executives with extensive retail experience to top posts, including naming Frank Kerr as the company’s first-ever Chief Customer Officer. where he was one of the first 50 employees, and he’ll be responsible for driving a holistic customer experience using consumer insights, marketing, loyalty and promotions.

Customer 271

Customer Customer Loyalty Customer Experience Marketing 271

Retail TouchPoints

APRIL 10, 2024

But the resilience of the American consumer prevented an all-out economic disaster. Time and time again, consumers kept the economy chugging along despite the bleak forecasts from leading economists. Treasury, but even as that money faded, lockdowns hurt retailers and inflation took hold, consumers took it in stride and kept spending.

Customer Loyalty 256

Customer Loyalty Payment Services Customer Consumer 256

Groove

MARCH 7, 2024

In 2024, email marketing is far from dead. Personalization has always been one of the most important concerns with Klaviyo email marketing, and it's going to continue getting more granular. With the advent of advanced machine learning and AI, email marketers will be expected to tailor emails for individual subscribers.

Marketing 370

Marketing eCommerce Platforms Shopify Shopping Carts 370

Retail TouchPoints

MARCH 12, 2024

The future consumer is a #mood. By now, it’s a given that consumers expect personalized brand interactions and offerings, but it’s not just functional benefits they’re after. The most successful brands will connect emotionally to their customer base – and give them space and permission to experience a whole spectrum of feelings.

Consumer 248

Consumer Beauty and Health Retail Fashion 248

Forrester eCommerce

NOVEMBER 8, 2023

Impulse spending behavior is growing — and companies are finding opportunities both online and offline to entice consumers to add to their basket. Forrester’s February 2023 Consumer Pulse Survey found that roughly one in two of US and UK Gen Z adults report making impulsive decisions when shopping.

Consumer 402

Consumer Retail B2C Marketing 402

Retail TouchPoints

FEBRUARY 6, 2024

For much of last year, AI seemed immune to the normal laws that govern the marketing hype cycle: expectations just kept on inflating. The problem is, consumers don’t seem to want them. Of course, to any ecommerce veteran the inevitable deflation was visible from a mile away. What’s behind this skepticism?

Recommendation 289

Recommendation Customer Hobbies Technology 289

Forrester eCommerce

JULY 12, 2023

In a tough economy, where privacy legislation and technology changes make qualitative consumer data increasingly difficult to access, B2C marketers are struggling to adapt their data strategies for deeper customer understanding and develop AI capabilities to personalize experiences. The results are quite telling.

B2C 332

B2C Marketing Technology Consumer 332

Forrester eCommerce

OCTOBER 6, 2023

But what about consumers? I’ll be taking you through how consumers know, feel, and use Generative AI every quarter. Generative AI continues to be the topic du jour, as businesses race to understand the technology for fear of being left behind. Forrester is closely tracking this. And no, this blog post was not written by […]

Blog 421

Blog Consumer Technology B2C 421

Forrester eCommerce

OCTOBER 24, 2023

Consumers and customers interact with brands across their customer journeys (see figure). Though the end customer doesn’t necessarily distinguish between different types of interactions, companies acutely know that different personalized tactics require different strategies, data, and technology.

Consumer 387

Consumer Technology Customer B2C 387

Retail TouchPoints

NOVEMBER 2, 2021

It doesn’t just refer to experiences like bungee jumping or white water rafting, but rather, encompasses the consumer desire for a valuable end-to-end brand experience. Research finds that customer experience is the number one factor driving ecommerce brand loyalty , even more so than price and product selection.

Point of Sale 297

Point of Sale Mobile Customer Marketing 297

Forrester eCommerce

SEPTEMBER 8, 2023

Inflation is rampant, and beleaguered consumers are reeling from high prices. Has The Economy Got You Down?

Consumer 407

Consumer Customer Experience B2C Customer 407

Retail TouchPoints

MARCH 13, 2024

Whether looking for that perfect ottoman to complete a family room, a comfortable glider with fast delivery before the baby arrives or help with a vanity installation to complete that home improvement project, at Wayfair we’re here to help our customers create a home they love with a seamless experience every step of the way.”

Consumer 227

Consumer Outdoor Improvements Marketing 227

Retail TouchPoints

NOVEMBER 13, 2023

However, consumers are still spending, the labor market remains tight, and the Adobe Digital Price Index recently posted an overall 40-month low, an encouraging sign for online shoppers: Adobe reported that online prices fell for 11 out of 18 tracked product categories on an annual basis. year-over-year.

Consumer 314

Consumer Merchant Services Sporting Goods eCommerce 314

Forrester eCommerce

FEBRUARY 7, 2024

2023 was a confusing year: the consumers blew cold, and the economy blew hot. The recession-to-be did not materialize, and the economic outlook wasn’t half as bad as consumers would have you believe. Yet notes from the post-pandemic blues keep wafting in the air no matter the macroeconomic drumbeat.

Consumer 246

Consumer Customer Loyalty Customer Experience B2C 246

Retail TouchPoints

MARCH 14, 2024

Meeting Luxury Consumers Where They Are (Image courtesy Whitman Family Development) The COVID-19 pandemic brought about many changes in the U.S., The result has been the creation of new enclaves of wealthy consumers in cities across the U.S., Then, ideally, one day those customers will say, ‘I’d love to go to Bal Harbour Shops.

Travel 294

Travel Consumer Shipping Drop Ship 294

Retail TouchPoints

OCTOBER 4, 2023

In response to evolving consumer behavior, many retailers are pivoting from malls and large-format stores in city centers to neighborhood locations that aim to serve the work-from-home population. Not surprisingly, many have found the data points to residential enclaves in and around cities where consumers live.

Consumer 262

Consumer Food and Beverages Retail Apparel 262

Retail TouchPoints

AUGUST 8, 2023

La-Z-Boy has launched an integrated marketing platform that features the first glimpse of the company’s modernized brand identity. The platform also is coming to life through a consumer activation that conveys the company’s commitment to “enabling moments of laziness.” From now through Sept.

Social Media 237

Social Media Marketing Customer Games 237

Retail TouchPoints

AUGUST 8, 2023

Right now, retailers are selfishly positioning their customer journey to benefit their marketing efforts, not the end consumer. While data sourcing customer information can be a key part of any marketing strategy, it could also be the reason you’re losing revenue. Here’s why.

Customer 237

Customer Social Media eCommerce Consumer 237

Retail TouchPoints

APRIL 17, 2024

Rather than chasing the obvious trends everyone else is pursuing, we dig deep into the human psyche to uncover the unmet consumer needs yet to be served by brands. Getting customers comfortable enough to let their guard down and fully engage with the product offering is key to the future success of stores.

Consumer 130

Consumer Leisure Customer Books 130

Retail TouchPoints

MARCH 3, 2023

Today’s retail environment is challenging — whether it is price pressure from discounters, market disruption from online players, increased price transparency for shoppers or changing macroeconomics. Retailers must create experiences that are unique to their brand and tailored to individual customers based on their behavior, needs and habits.

Consumer 253

Consumer Customer Loyalty Customer Experience Recommendation 253

Retail TouchPoints

OCTOBER 2, 2023

A full 60% of marketers believe the era of advertising cookies and IDs is coming to an end. The same survey reports that 41% of marketers aren’t familiar with targeting methods other than third-party cookies or IDs. “I The upshot is that marketers will lose direct visibility into user behavior beyond a brand’s website.

Marketing 327

Marketing Information Consumer Reference 327

Forrester eCommerce

AUGUST 18, 2020

The COVID-19 pandemic adds even more consumer considerations to marketers’ already full plates. But despite this uncertainty, now is not the time to pull back on marketing: In fact, businesses need to keep investing in marketing to move through […].

Marketing 304

Marketing Customer Technology Consumer 304

Retail TouchPoints

JUNE 22, 2023

While Urban Outfitters ’ assortment is designed for consumers in their teens and early 20s, Anthropologie provides a destination for consumers’ “next generation of life,” when they’re starting careers and families, according to Chief Marketing Officer Elizabeth Preis. But you can’t get lazy.

Customer 273

Customer Clothing Consumer Fashion 273

Forrester eCommerce

APRIL 1, 2024

As we reach the anniversary of Bud Light’s marketing blunder, we’ve taken a look back into what really happened to fuel the iconic brand’s crisis. Yes, hindsight is 20/20.

Marketing 420

Marketing B2C Consumer Customer 420

Retail TouchPoints

JULY 28, 2020

Numerous industry experts have commented that COVID-19 has accelerated many existing retail trends, most notably consumers’ embrace of digital commerce. But what do those who are directly involved in decision-making — marketers on one side, consumers on the other — really think about this shift? 12 webinar.

Webinar 233

Webinar Consumer Marketing Consumer Goods 233

Forrester eCommerce

OCTOBER 15, 2020

Every autumn Forrester looks ahead to predict the major consumer, business and technology trends that will shape the marketing landscape for the following year. How then should European consumer […].

Marketing 345

Marketing Customer Technology Consumer 345

Retail TouchPoints

MARCH 1, 2024

The surge in the launch of over 1,610 new vegan products in 2023 alone echoes a resounding consumer sentiment; that many of us are leaning toward simpler, less processed foods that prioritize value and sustainability. Research underscores the profound impact of packaging on consumer psychology. 1 Meeting regulatory standards.

Food and Beverages 271

Food and Beverages Marketing Consumer Presentation 271

Forrester eCommerce

JULY 13, 2022

“The consumer is our boss.” Forrester calls putting the customer at the heart of everything you do, “Customer Obsession” and it’s proven to […].

B2C 195

B2C Customer Marketing Operations 195

Forrester eCommerce

MAY 10, 2023

B2B audiences expect the same responsiveness and relevance in interactions with providers that they seek in their personal consumer interactions.

B2B 369

B2B Customer Marketing Consumer 369

Retail TouchPoints

NOVEMBER 21, 2023

When customers aren’t actively searching and shopping for gifts, they are spending an elevated amount of time watching their favorite TV shows and movies — especially holiday classics like How the Grinch Stole Christmas and Elf. In many ways, the same trends we see in consumers’ Q4 shopping behaviors mirror their TV viewership.

Customer 267

Customer Gifts Specialty Retailers Department Stores 267