Forrester eCommerce

JULY 14, 2023

Customer obsession – putting customers at the center of leadership, strategy and operations – is critical to business success. Customer-obsessed companies increase revenue, profitability, customer retention, and employee engagement faster than other firms.

Customer 195

Customer Customer Retention Operations Other 195

Forrester eCommerce

MAY 8, 2023

CEOs believe their companies are more focused on customers than their CMOs believe. According to Forrester’s 2023 State Of Customer Obsession Survey, 90% of CEOs indicate their focus on customers guides their brand, product, and pricing strategies – while only 57% of B2C CMOs feel the same.

B2C 311

B2C Customer Marketing 311

Forrester eCommerce

MAY 30, 2023

It’s easy to buy into the idea of customer obsession — but putting it in action is hard, continuous work. Explore these concrete ways to bring customer obsession to life.

Customer 313

Customer B2B Marketing 313

Forrester eCommerce

OCTOBER 24, 2022

2023 will be a year of reckoning for European customer experience teams. Some will widen CX advantage over competitors, while other teams will be forced to disband. Learn more.

Customer Experience 313

Customer Experience Customer Other 313

Forrester eCommerce

JULY 14, 2022

Customer Success is a critical business function and plays an essential role in building trust with customers as a strategy for retention.

Customer 335

Customer B2B 335

Forrester eCommerce

APRIL 11, 2023

Customer value often is more about the company than it is about the customer. Learn how to generate genuine customer value — and grow revenue as a result.

Customer 195

Customer B2B Marketing 195

Forrester eCommerce

JULY 28, 2023

Question: How is a customer marketer different than other marketers? (No, No, this is not the opening line of a joke — that would be “Two customer marketers walk into a bar … ”) Top customer marketers focus on how customers attain value.

Customer 195

Customer Reference Marketing Other 195

Forrester eCommerce

SEPTEMBER 5, 2018

Forrester’s 2018 Customer Experience Index (CX Index™) results continue to show that companies are struggling to create and sustain a human connection with their customers. This is not a question of delighting customers as an endgame or some fluffy sense of emotional attachment; this is a crass and clear story of financial risk.

Customer Experience 768

Customer Experience Customer Automotive Banking 768

Forrester eCommerce

FEBRUARY 24, 2021

Our research shows that Customer Experience (CX) leaders grow revenue faster than CX laggards, cut costs, reduce risk, and can charge more for their products. Forrester’s CX Index methodology measures how well a brand’s customer experience strengthens customers’ loyalty. We can measure this.

Customer Experience 420

Customer Experience Customer 420

Forrester eCommerce

MARCH 31, 2023

We’re excited to announce the finalists for the inaugural Customer-Obsessed Enterprise Award for APAC. Each finalist impressed us with their clear CX visions, sophisticated measurement architectures, and ability to align their organisations.

Customer 341

Customer Customer Experience 341

Forrester eCommerce

DECEMBER 7, 2022

I’m pleased to share that on November 1, 2022, I joined Forrester’s Customer Experience (CX) team reporting to Rick Parrish. Now, this doesn’t mean that […].

Customer Experience 195

Customer Experience Customer Improvements 195

Forrester eCommerce

AUGUST 3, 2021

Companies buy in to the theory of customer obsession. Does anyone out there think that putting the customer at the center of your leadership, strategy and operations is a bad idea?? And yet, just 8% of enterprises are actually customer obsessed. See, I didn’t think so.

Customer 463

Customer Operations 463

Forrester eCommerce

JUNE 27, 2023

We have launched the European Financial Services Customer Trust Index, 2022. Sadly, customers in France, Germany, Italy, and the UK generally rate their trust toward their banks as weak or — at best — moderate.

Financial Services 195

Financial Services Customer Banking Customer Experience 195

Forrester eCommerce

JANUARY 23, 2023

In 2023, Empowered Customers Are Engaging Differently With Brands In 2016, we introduced Forrester’s Empowered Customer Segmentation, based on consumer behavior we’ve been monitoring and analyzing since the 1997 launch of Forrester Analytics’ Consumer Technographics® survey data.

Customer 276

Customer Consumer 276

Forrester eCommerce

FEBRUARY 21, 2023

Outdated, short-term growth strategies that focus on extracting value from customers will fail. To succeed, companies must build, run, and continually optimize a customer-obsessed growth engine.

Customer 297

Customer Customer Experience Marketing Management 297

Forrester eCommerce

MARCH 20, 2023

In times like these, customer service teams are often pressured to cut costs – at all costs. It’s news to no one that the past few years have been tough. Having only just found some stability post-pandemic, companies are now thrust into a new economic crisis. While we don’t expect that to change entirely, we […]

Customer 263

Customer Customer Experience Omnichannel 263

Forrester eCommerce

AUGUST 31, 2020

Getting to customer-obsession is a complex, all-in effort that is more of a cause than a program. It flows directly from the heart of an organization – it’s about how you behave and what you value. Here's a rough map of how a CEO can lead this voyage.

Customer 474

Customer 474

Forrester eCommerce

JULY 30, 2021

In one swoop, it has secured the best-in-class analytics capabilities that will define the future of voice-of-the-customer programs as firms decrease their reliance on surveys and focus instead on understanding customers based on […]. This is a great move for Qualtrics.

Customer 522

Customer Management Marketing Customer Experience 522

Forrester eCommerce

OCTOBER 20, 2020

Firms have gotten better at acting on customer insights. So, what will customer insights leaders do in 2021 to ensure that this improved understanding moves the needle on CX? Learn why in our customer insights predictions for 2021. Something new and different.

Customer 472

Customer Improvements Customer Experience 472

Forrester eCommerce

SEPTEMBER 3, 2021

In my past 30 years in the contact center industry at organizations like RingCentral, Genesys, 8×8, and IBM, I’ve watched the same movie over and over and over again…too many contact centers are laboring under the tyranny of being a cost center with schizophrenic goals of making customers happy while “doing more with less”.

Customer 454

Customer Customer Loyalty Customer Experience Management 454

Forrester eCommerce

APRIL 12, 2023

Find recommendations for how to best prioritize journeys and discover our Customer Journey Prioritization Tool for doing the prioritization work.

Customer 195

Customer Recommendation Customer Experience Management 195

Forrester eCommerce

FEBRUARY 16, 2023

The customer service technology world is particularly saturated with these announcements; it seems like we can’t go a day without seeing another one. Not a huge […]

Customer 307

Customer Social Media Technology Other 307

Forrester eCommerce

JULY 5, 2022

CX leaders can ensure that sustainability is more than just good words and intentions by weaving their firm’s sustainability goals into customer journeys as they unfold. But many CX pros miss the opportunity because they: Fail to make sustainability real.

Customer 346

Customer Customer Experience B2C B2B 346

Forrester eCommerce

MAY 4, 2021

Most companies fall short of cracking the mystery of their customers because of a siloed approach to customer understanding. Discover how to break through by uniting quantitative and qualitative research methods.

Customer 408

Customer Customer Experience 408

Forrester eCommerce

FEBRUARY 23, 2022

The most successful companies put their customers at the heart of all they do. Yet customer obsession is not an all-or-nothing proposition.

Customer 354

Customer B2B Marketing 354

Forrester eCommerce

SEPTEMBER 8, 2021

As consumers are are less restricted by channels, organisations must follow suit and create a hybrid customer experience.

Customer Experience 276

Customer Experience Customer Channel Consumer 276

ESW

OCTOBER 2, 2023

Retailers and brands with DTC ecommerce channels often look to international markets to grow customer bases and revenue. However, this presents a unique set of challenges, particularly when it comes to global customer service. And yet customer service plays a pivotal role in shaping the success of a retail business.

Payment Services 88

Payment Services Customer eCommerce Omnichannel 88

Kissmetrics

JUNE 17, 2021

Customer satisfaction is crucial to the success of your business. No matter how innovative your product or competitive your pricing, if your customers are ultimately unhappy, they’re not going to stick around. What Is Customer Satisfaction? Customer satisfaction is a measure of how people feel when interacting with your brand.

Customer 324

Customer Social Media Consumer Recommendation 324

Kissmetrics

MARCH 8, 2021

Customer support and customer success can be confusing for both beginners and experts alike. Both customer support and customer success teams are important for your brand’s ongoing growth and success, and the roles share similar skill sets. In this article, we’ll cover: What customer success is and why it’s important.

Customer 276

Customer Customer Loyalty Customer Experience Improvements 276

Omniconvert

JANUARY 13, 2023

This blog post delves deeply into the most crucial KPIs and metrics for customer loyalty. The post Customer Loyalty Metrics: winning customers and influencing sales. Get ready for formulas, examples, and a highlight reel of each metric. appeared first on Omniconvert Ecommerce Growth Blog.

Customer Loyalty 148

Customer Loyalty Customer eCommerce Blog 148