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. Taking a step […].

Customer Experience 872

Customer Experience Customer Automotive Banking 872

lateshipment

APRIL 9, 2024

If you’re an e-commerce merchant who wants their business to become successful, you need to become the customers’ favorite (offer them a great experience, stay ahead of the competition, improve profit margins, and whatnot). Such issues can deter customers from completing their purchases and lead to abandoned carts.

eCommerce 130

eCommerce Merchant Services Shipping Costs Customer 130

Forrester eCommerce

APRIL 30, 2024

Healthcare consumers’ expectations for easier, faster, retail-like experiences are not fading away. It is no longer enough to offer a digital front door alone — healthcare organizations must intercept consumers and customers as they navigate an increasingly complex and diverse healthcare ecosystem.

Customer Experience 235

Customer Experience Customer Consumer Retail 235

Retail TouchPoints

SEPTEMBER 19, 2023

Customer experience (CX) optimization is a necessity for ecommerce retailers and other online businesses that want to convert visitors, drive sales and cultivate customer loyalty. However, these searching customers are not always finding what they’re looking for. The most common missing element: error tolerance.

Customer Experience 243

Customer Experience Customer eCommerce Customer Loyalty 243

Groove

FEBRUARY 3, 2020

The eCommerce industry does not usually get a lot of press unless it’s around the holidays, specifically Cyber Monday. The topic of these articles varied: from the things wrong with eCommerce shopping; to information gathering through online coupons; to marketers gathering information about eCommerce customer experience.

Customer Experience 284

Customer Experience Shipping Costs eCommerce Customer 284

Forrester eCommerce

MARCH 1, 2021

If you are a Customer Experience (CX) leader, you need an effective CX measurement programme. Because you need to determine whether your organisation is succeeding in delivering experiences that drive business results (ROI). How can we improve the quality […].

Customer Experience 369

Customer Experience Customer Improvements 369

Groove

NOVEMBER 12, 2020

A customer's first impression — better yet, first experience — with a brand often makes or breaks their purchasing decision. Make a great first impression and create a positive experience for your customers by catering to their unique needs. How To Improve Customer Experience: 5 Tips. Reward loyal customers.

Customer Experience 356

Customer Experience Improvements Customer Social Media 356

Kissmetrics

NOVEMBER 25, 2020

Running an e-commerce store is a lot of work, but you already know that. That’s where e-commerce automation comes in. E-commerce automation is the magic sauce to free you from the mundane. What is E-Commerce Automation? In sales, customers with empty carts can receive a reminder message.

eCommerce 336

eCommerce Shipping Costs Live Chat Shopify 336

Retail TouchPoints

OCTOBER 18, 2021

Customer experience and employee experience live in two different acronyms, CX and EX. A recent Forrester survey report found that companies that provide connected experiences between CX and EX report dramatic benefits around innovation, cost reduction, revenue growth, customer experience and digital transformation.

Customer Experience 272

Customer Experience Customer Channel Omnichannel 272

Forrester eCommerce

MARCH 17, 2023

Marketing Operations must rationalize revenue technology by removing point solutions to both reduce costs and achieve customer experience goals.

Customer Experience 362

Customer Experience Operations Technology Marketing 362

Forrester eCommerce

SEPTEMBER 21, 2021

European organisations are under-investing in customer experience as they see CX improvement as a lower priority than their global peers. This is a mistake.

Customer Experience 362

Customer Experience Customer Improvements 362

Forrester eCommerce

JUNE 4, 2023

In constantly changing and highly complex B2B markets, organizational growth hinges on the ability to uncover value for customers. Forrester Decisions for Revenue Operations is designed to help organizations strengthen alignment across the revenue ecosystem to maximize customer value and company performance.

Operations 369

Operations Customer Experience Customer B2B 369

Retail TouchPoints

AUGUST 1, 2022

These experiences are the newest flavor of social commerce that is redefining the retail shopping experience — both online and in-person. Global social commerce sales are expected to skyrocket from $492 billion in 2021 to $1.2 Experiential Effects: Give Your Customers a Gift. World Effects: Digital ‘Feng Shui’.

Customer Experience 309

Customer Experience Customer Clothing Gifts 309

lateshipment

JULY 25, 2022

Customers are no longer just interested in low prices, fast shipping, and free returns have constantly been the three must-haves for an online business to make the cut in today’s market. They want e-commerce brands to treat them with the proper experience that can lead them to shop again. Which is not the case.

eCommerce 147

eCommerce Management Shipping Costs Customer 147

Kissmetrics

JULY 8, 2021

There’s a ton of advice about using Instagram as an effective online marketing tool, but it can be challenging to scale your e-commerce brand on Instagram if you are a new brand without many followers yet. Why Is Instagram a Powerful E-Commerce Tool? 10 Ways to Grow an E-Commerce Brand on Instagram.

eCommerce 362

eCommerce Shipping Costs Social Media Customer Experience 362

Groove

APRIL 4, 2022

What Does Customer Experience Mapping Mean? Mapping the customer experience is the process of merchants outlining how prospects and customers interact and feel when engaging with their brand. 6 Steps For Mapping The Customer Experience. 6 Steps For Mapping The Customer Experience.

Customer Experience 195

Customer Experience Merchant Services Customer Social Media 195

lateshipment

JULY 12, 2022

Creating a positive experience via great customer service impacts how your audience perceives your business. It not only impacts your existing customers but influences your prospective customers as well. Negative comments from dissatisfied customers could drive potential customers to your competition.

eCommerce 130

eCommerce Customer Customer Experience Social Media 130

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

lateshipment

FEBRUARY 12, 2024

Not just post-purchase or even e-commerce, but most blogs that you sit down to read, either in your leisure time or on the go — tell you two things. Well, most work memes describe conditions at the workplace or a specific situation, like a customer coming in with a weird request. You can either do this or do not do this.

eCommerce 130

eCommerce Shipping Costs Merchant Services Shipping 130

RetailDive

AUGUST 29, 2022

Find out how to elevate your e-Commerce customer experience and why it matters this holiday season.

eCommerce 118

eCommerce Customer Experience Customer 118

Forrester eCommerce

OCTOBER 23, 2020

In 2021, the pandemic will affect customer experiences and the CX profession even more than it has in 2020, especially in terms of trust, safety, and inclusion. Get a preview of our customer experience predictions for 2021.

Customer Experience 484

Customer Experience Customer 484

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

Retail TouchPoints

NOVEMBER 17, 2023

When customers place ecommerce orders, the last thing they want is an unhappy surprise. The letdown customers experience when their orders don’t arrive on time, or at all, results in uncertainty and distrust that’s difficult — if not impossible — to remedy.

Shipping Costs 238

Shipping Costs Customer Experience Supplies Improvements 238

lateshipment

OCTOBER 30, 2023

However, e-commerce post-purchase issues are nothing out of the ordinary, especially during times like the Holiday Season. The impact they bring is catastrophic — wrecking customer experience, straining customer support teams, and ultimately threatening profit margins.

eCommerce 130

eCommerce Shipping Costs Shipping Customer Experience 130

lateshipment

APRIL 23, 2023

My perception of building an e-commerce brand looks fun. All you need is to create a specialized domain with your brand name, work with different teams like marketing, sales, and customer experience to understand how you can further attract customers, sell not just products but something that brings out your own identity, etc.

eCommerce 130

eCommerce Shipping Costs Merchant Services Customer Experience 130

Forrester eCommerce

NOVEMBER 5, 2018

Let’s face it: 2018 was not a fabulous year for customer experience. On average, CX quality was flat, with Customer Experience Index (CX Index™) scores showing little movement for the third year in a row.

Customer Experience 415

Customer Experience Customer 415

Forrester eCommerce

AUGUST 3, 2023

Join us at Forrester’s Data Strategy & Insights event to learn about how customer experience and data professionals can work more closely to ensure that they collectively provide the analytics and insights their organizations need to improve experiences.

Customer Experience 195

Customer Experience Customer Events Improvements 195

Forrester eCommerce

AUGUST 2, 2021

just named company veteran Manu Steijaert as its first global chief customer officer, who will lead a new customer-experience team. The team will combine operations in data analytics, digital customer engagement, marketing, restaurant development and restaurant solutions. McDonald’s Corp.

Customer Experience 334

Customer Experience Customer Operations Marketing 334

Forrester eCommerce

FEBRUARY 26, 2021

Customer Experience (CX) excellence will be sorely needed in 2021. Pandemic conditions will continue to fluctuate on a local level, affecting consumer sentiment and requiring fast and accurate responses from brands.

Customer Experience 372

Customer Experience Customer Consumer 372

Forrester eCommerce

JULY 18, 2019

Eighty percent of marketing decision makers say that improving their customers’ experience is their top priority (it falls second place to “grow revenue” in popularity — 87% of marketing leaders call that their top imperative), yet our research shows that customer experiences (CX) aren’t getting better — even though there seems (..)

Customer Experience 349

Customer Experience Customer Improvements Marketing 349

Forrester eCommerce

AUGUST 27, 2020

Forrester’s Canada Customer Experience Index 2020 reveals the scores of 147 brands across 12 industries. The CX Index survey was still in the field during the beginning of the COVID-19 pandemic, providing us a unique opportunity to examine how customers’ perceptions changed. This year is especially exciting for two reasons: 1.

Customer Experience 370

Customer Experience Customer 370

Forrester eCommerce

NOVEMBER 22, 2021

The new PMA has three priorities: employee experience, customer experience, and managing the business of government. In this blog post I evaluate the CX priority and offer advice to implement it.

Customer Experience 370

Customer Experience Management Customer Blog 370

Forrester eCommerce

NOVEMBER 4, 2021

Forrester has launched a new feature in its FeedbackNow platform that lets brands move into the predictive era of customer experience. Learn more here.

Customer Experience 259

Customer Experience Customer Management 259

Forrester eCommerce

MARCH 16, 2020

Read the three essentials of customer experience that every organization should prioritize during the ongoing COVID-19 pandemic.

Customer Experience 545

Customer Experience Customer Improvements Management 545