Forrester

For Customer Experience Professionals

Tool:Persona Benefits Readily Justify The Cost

For eBusiness & Channel Strategy Professionals

Tool:Many eBusiness Teams Begin By Brainstorming And Evangelizing The Channel Internally

For eBusiness & Channel Strategy Professionals

Tool:Forrester's 2010 Customer Advocacy Rankings Among Canadian Banking Providers

For Infrastructure & Operations Professionals

Tool:TechRadar™: Contact Center Technologies, Q3 2011

For Marketing Leadership Professionals

Report:An Introduction To Latin American Online Consumers

Latin Americans' active presence in the online world is relatively new. Some consumers in metropolitan cities in countries like Brazil and Mexico have come online, but a digital divide still exists,...

• Downloads: 680
• Rating:

For Customer Experience Professionals

Report:Attention Health Plans: Consumers Want Control Over Their Communications Preferences

Health plans want to engage consumers, but are their communications getting through? Consumers want control over their communications preferences, and only a third say that health plans do a good job...

• Downloads: 486

For Marketing Leadership Professionals

Report:Western European Social Media Marketing Forecast, 2012 To 2017

Growth Slows But Remains Strong Despite Legislative Uncertainty

Social media marketing spending in the European Union (EU) will rise over the next five years, boosted by increasing numbers of addressable devices; consumers' willingness to use them; continued...

• Downloads: 115

For Marketing Leadership Professionals

Tool:Mass Influencers Are More Likely To Fan A Company Or Brand And To Share Links

For Customer Experience Professionals

Report:How Chief Customer Officers Orchestrate Experiences

Organization: The Customer Experience Ecosystem Playbook

Forrester collected and analyzed data about chief customer officers (CCOs) to understand who they are, where they came from, what companies appoint them, and what they do for their firms. This year,...

• Downloads: 366
• Rating:

For eBusiness & Channel Strategy Professionals

Tool:eBusiness Teams Have More Than Five Employees, On Average, Dedicated To Mobile

For CMO Professionals

Report:The Digital Media Product Innovation Imperative

Identifying Organizational Priorities For Creating New Digital Media Experiences

The media meltdown continues its slow burn across the media industries. Yet, enlivened by new devices like the iPad and audience enthusiasm for the content that new technologies have generated, many...

• Downloads: 907

For Customer Experience Professionals

Report:Scorecard: Mobile Web Site User Experience Review 2.0

This is the working scorecard for Forrester's Mobile Web Site User Experience Review, version 2.0.

• Downloads: 28

For Customer Experience Professionals

Report:Best Practices For Launching Site Redesigns

When companies redesign sites, users' aversion to change results in problems like spikes in call center traffic and social media backlash. That's because changes in site design force users to learn...

• Downloads: 1318
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For Customer Experience Professionals

Tool:Consumers Mostly Initiate Chat Interactions

Report:Case Study: Charles Schwab Boosts Acquisition With Online Ratings And Reviews

A Focus On Transparency And Customer Acquisition Drives Early Success

In June 2011, the digital marketing team at Charles Schwab rolled out its Clients Speak client ratings and reviews service. To date, Charles Schwab customers have written more than 1,000 mostly...

• Downloads: 475

For Sales Enablement Professionals

Report:B2B Tech Marketers Are The Key To Competitive Success In Customer-Centric European Markets

B2B Social Technographics® Data For Q1 2011 Confirms That Social Media Usage In Europe Continues At A High Level

Forrester has completed its Q1 2011 US And European B2B Social Technographics® Online Survey For Business Technology Buyers, which marks the third year we've conducted this survey As in the US,...

• Downloads: 281

For eBusiness & Channel Strategy Professionals

Report:Website Functionality Benchmark 2011: Luxury Fashion Brands

Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Five European Luxury Fashion Brands

Forrester evaluated the transactional websites of five European luxury fashion brands — Burberry, Dolce&Gabbana, Gucci, Hermes, and Louis Vuitton — using our Website Functionality...

• Downloads: 997
• Rating:

For Marketing Leadership Professionals

Report:Use Social Media To Boost Your TV Audience

Social media is changing the way audiences engage with TV. Audiences are increasingly multitasking on digital devices while watching TV — and sharing what they are watching with their friends....

• Downloads: 466

For Marketing Leadership Professionals

Report:Choosing The Right Media Mix 2010: Europe

From Creating Awareness To The Act Of Purchase

Television is still the dominant medium to get messages in front of European consumers, but the Internet is now the primary medium consumers use to research their purchases. Within the digital...

• Downloads: 654

For Customer Experience Professionals

Report:Better Customer Experience Correlates To Higher Net Promoter Scores

Credit Card Companies And Wireless Service Providers Benefit From Higher Net Promoter Scores Through Better Customer Experience

Net Promoter Score (NPS) is a wildly popular tool for assessing customers' likelihood to recommend a company's product or service. As valuable as NPS can be, by itself, the "one number you need to...

• Downloads: 528
• Rating:

For eBusiness & Channel Strategy Professionals

Report:Customer Advocacy 2011: How Customers Rate European Banks

In the midst of the recession and ongoing sovereign debt crisis, only 29% of Europeans believe their bank acts in their best interest. However, some banks rank much higher than others in our customer...

• Downloads: 258
• Rating:

For Infrastructure & Operations Professionals

Tool:TechRadar™: Creation Phase Technologies

For Marketing Leadership Professionals

Report:Case Study: Ford Pursues Co-Creation With An Ideation Site

An Empowered Report: A Social Co-Creation Case Study

Earlier this year, Ford launched a social co-creation site called "Your Ideas," which is an offshoot of its "The Ford Story" site designed to engage Ford enthusiasts. At Your Ideas, customers are...

• Downloads: 491

For Marketing Leadership Professionals

Report:Use Social Intelligence To Improve Email Marketing Success

Although social media gives interactive marketers the opportunity to gather more data than ever about customers, few marketers use this data to improve the performance of their email marketing...

• Downloads: 471

For Application Development & Delivery Professionals

Tool:What Emotions Should Your Mobile App Engender?