Forrester eCommerce

NOVEMBER 5, 2020

This year, I led my first custom survey research for Forrester, the 2020 State of Modern Technology Operations survey. We selected a random panel of 268 digital and IT professionals with day to day responsibility for operating digital systems. (We We also […].

Operations 521

Operations Technology Customer 521

Forrester eCommerce

APRIL 15, 2020

Getting decent survey response rates is hard and getting harder for CX professionals. That means you need to start mining other data that can give you a sense of the quality of the experiences your customers are having.

Other 363

Other Customer Customer Experience Omnichannel 363

Retail TouchPoints

MARCH 11, 2024

“Brand fans” are definitely loyal customers, but not all loyal customers are brand fans — and for many marketing and brand teams, driving relevance and impact means activating and leveraging those brand fans and superfans. It’s like a customer service transaction, right?

Social Media 264

Social Media Consumer Reference Definition 264

Retail TouchPoints

SEPTEMBER 9, 2022

A recent survey reveals what will be required to steer more shoppers toward sustainable products produced in socially conscious ways. Aksoy discussed the survey results with Retail TouchPoints and shared steps the apparel industry can take to translate these significant levels of consumer interest into action. Dr. Lerzan Aksoy. “At

Apparel 336

Apparel Consumer Fashion Information 336

RetailDive

MARCH 21, 2024

Store customers return less than online shoppers, and some rules are boosting in-store returns of online orders, according to the ICSC.

Customer 119

Customer 119

Forrester eCommerce

JULY 14, 2020

Do you wonder how to increase survey response rates? I recently had a great conversation with Luis Angel-Lalanne, vice president of customer listening at American Express. Luis and his team made incredible progress, resulting in 2.5–3x 3x higher response rates! Luis generously agreed to […].

Customer 440

Customer 440

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 368

B2C Customer Marketing 368

Retail TouchPoints

AUGUST 12, 2021

Online surveys have long reigned near the top of the ad testing toolkit by providing the fastest, most efficient way to gather valuable consumer feedback throughout the creative process. Besides adding depth to traditional survey data, these techniques also improve data quality. Making Surveys Better Listeners.

Improvements 317

Improvements Social Media Consumer Technology 317

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. In 2020, we surveyed […].

Customer Experience 517

Customer Experience Customer 517

Optimizely

SEPTEMBER 11, 2018

Do you know exactly what your customers like and don’t like? Have you ever actually asked your customers what they think of your B2C brand? While it’s vital to collect and analyze customer data across channels and devices, it isn’t enough to track email opens, social media likes, and website visits alone. …and much more.

Customer 250

Customer B2C Social Media Improvements 250

Retail TouchPoints

SEPTEMBER 1, 2022

Desire Company CEO Eric Sheinkop discussed the survey results with Retail TouchPoints : Retail TouchPoints (RTP): What’s the significance of the fact that so many consumers doubt influencers even use the products they’re recommending? Reach can be bought, but experience cannot , and the survey showed this.

Consumer 321

Consumer Recommendation Marketing Retail 321

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 360

Customer Consumer 360

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. A recent ecommerce search report by a leading customer experience platform provider tested sites and surveyed both customers and ecommerce professionals.

Customer Experience 287

Customer Experience Customer eCommerce Customer Loyalty 287

Retail TouchPoints

FEBRUARY 9, 2022

Shoppers are focusing less on loyalty and more on their experience, with half of them saying they would switch to a new brand after just one bad customer service interaction. However, if customer service is excellent, 78% of consumers will do business with a company again, even after a mistake.

Payment Services 264

Payment Services Shopping Carts Omnichannel Multi-channel 264

Forrester eCommerce

MARCH 25, 2020

Instead of CX surveys as usual, you need to show that you aren’t tone deaf to the unprecedented situation your customers face due to COVID-19. Read how to adjust your survey methods.

Customer 330

Customer Customer Experience Management 330

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 523

Customer Management Marketing Customer Experience 523

Retail TouchPoints

FEBRUARY 6, 2024

A survey we recently conducted of 2,000 consumers found that the vast majority of shoppers (85%) were uninterested in using AI to help make purchasing decisions. What Brands Can Do With Google’s phase-out of third-party cookies set to begin in Q1 2024, acquiring customer information is about to become much more difficult.

Recommendation 298

Recommendation Customer Hobbies Technology 298

Forrester eCommerce

JUNE 23, 2020

At Forrester’s CX North America event, I delivered a session about going beyond surveys to measure customer experience (CX).

Customer Experience 275

Customer Experience Events Customer 275

Forrester eCommerce

DECEMBER 29, 2020

Forrester’s 2021 Global Enterprise Content Management Survey is open … and we’re looking for your participation! This survey is intended for enterprise content management (ECM) or content services decision-makers and influencers in end user organizations.

Management 312

Management Information Customer 312

Forrester eCommerce

MARCH 23, 2020

Most engagement surveys in the industry focus on a broad set of factors set against the employee life cycle, from on-boarding to off-boarding. Our survey does. They don’t provide enough insight into employees’ daily journeys — especially how various technology-related factors affect knowledge workers’ engagement.

Other 275

Other Technology Information Customer Experience 275

Forrester eCommerce

NOVEMBER 6, 2018

Our Forrester Tech Tide™ aims to help companies make investments in video technologies for customer and employee experiences. We’re currently fielding a survey for vendors, end users, and experts who use video technologies. You can take the 10-minute survey here. If you complete the […].

Technology 323

Technology Customer 323

Retail TouchPoints

OCTOBER 27, 2021

Top-line findings from a recent Sensormatic survey reveal that while in-store shopping is expected to rise through the holiday season, what consumers are looking for while they’re there is for retailers to provide insight into product availability and alternative fulfillment offerings.

Consumer 264

Consumer Supplies Fulfillment Technology 264

TalkingRetail

DECEMBER 6, 2023

In a recent survey 80% of its customers reported complete cessation of smoking thanks to vaping products. The survey also revealed that 89% of customers over 40… This story continues at Retailer survey shows number of adults using flavoured vapes Or just read more coverage at Talking Retail

Retail 96

Retail Customer 96

Forrester eCommerce

OCTOBER 12, 2022

Use the topline results from Forrester's 2021 Global Emerging Technology Survey to see how your enterprise compares.

Technology 195

Technology B2C Customer Marketing 195

Forrester eCommerce

MARCH 25, 2020

The #pandemicEX survey results indicate that 41% of US workers are now afraid to go to work, compared with 29% two weeks ago. Read more.

Customer 381

Customer 381

Omniconvert

JANUARY 6, 2023

Discover the many shapes and forms an NPS survey can take and the wonders it can work. The post NPS Survey Template – get better answers, faster. appeared first on Omniconvert Ecommerce Growth Blog.

Blog 148

Blog eCommerce Customer 148

Forrester eCommerce

JUNE 22, 2021

In Q1 2021, we surveyed 140 brand manufacturer decision makers who are familiar with their company’s approach to digital sales. Brand manufacturers can use the results of Forrester’s Digital State of Brand Manufacturers Study to benchmark their performance and internally make the case for investments in digital sales strategies.

Retail 254

Retail Customer 254

Forrester eCommerce

JULY 21, 2021

Collecting solicited feedback at the exact time passengers live the experience is the only way to truly assess the quality of that experience as it moves through all touchpoints of their journey. ACI and FeedbackNow are committed to enabling this so CX leaders can improve the passenger experience.

Customer Experience 292

Customer Experience Improvements Customer Management 292

Retail TouchPoints

JANUARY 31, 2023

The annual Dunnhumby RPI combines financial results with customer perception to rank the largest 63 retailers in the U.S. The financial data comes from Edge Ascential, and the customer perception data is sourced from dunnhumby’s annual survey of 10,000 American grocery shoppers conducted in November 2022.

Omnichannel 298

Omnichannel Consumer Supplies Retail 298

Forrester eCommerce

NOVEMBER 3, 2021

Assess your company’s DX strategy with Forrester’s Emerging Technology Survey. And see what we learned from execs in our last iteration of this research.

Technology 195

Technology Customer 195

RetailDive

NOVEMBER 13, 2023

Independent businesses offer a better customer experience and more unique merchandise than their larger counterparts, a new survey found.

Customer Experience 133

Customer Experience Customer 133

Retail TouchPoints

AUGUST 7, 2020

However, other potentially even more significant trendlines show fundamental changes in consumers’ decision-making process related to picking brands and demonstrating customer loyalty. The survey of 809 U.S. We’re also continuously seeing increased customer expectations. For example, McKinsey & Company’s latest U.S.

Consumer 309

Consumer Retail Merchant Services Document 309

Retail TouchPoints

OCTOBER 26, 2023

For customers, many aspects of a shopping trip impact whether they view it as a success. According to a Retail Insight survey of over 1,000 U.S. However, the potential damage extends even further when considering the harm that can be done to overall customer satisfaction and long-term loyalty. Three in 10 U.S.

Customer 263

Customer Operations Improvements Technology 263

Forrester eCommerce

JUNE 3, 2019

I’m very excited to be teaming up with Margo Visitacion on the biennial Forrester State of Agile At Scale Survey. This year, we’ve added a few more questions in areas that we see organizations struggle.

Operations 386

Operations Customer 386

Forrester eCommerce

SEPTEMBER 28, 2021

They leverage the answer to this question to assess their overall strategic position, compare their key challenges with those of others, and plan for the transformation of their application landscape to a more powerful customer-centric approach. Source: Financial Services Firms Have Solid […].

Financial Services 370

Financial Services Banking Other Customer 370

Retail TouchPoints

JULY 11, 2022

If we were to sum up what brands need to know about Gen Z customer experiences preferences (and employee experience preferences) in a few words, it would go something like this: they’re different. It makes sense, then, that their standards for customer and employee experiences would be higher than ever too. Revolutionary even.

Customer Experience 306

Customer Experience Social Media Customer Live Chat 306

Retail TouchPoints

JULY 27, 2023

We rely on logic or rationality to appeal to customers without once tapping into the emotions at play in their purchase decisions. Transparency: To cultivate trust with your current audience and potential customers, it’s essential to be forthcoming and honest about your brand.

Customer 236

Customer Marketing Consumer Toys 236