Forrester

For Customer Experience Professionals

Blog:Announcing Forrester's Outside In Awards

We are pleased to announce that the nomination period has opened for a new Forrester award program: The Outside In Awards! Forrester’s Outside In Awards are inspired by our recent book on...

For Customer Experience Professionals

Report:How Much Are Companies Spending On Digital Design Projects?

Customer experience professionals had already told us that they were planning many large digital design projects in 2011. This time around, we asked Forrester's Customer Experience Peer Research...

• Downloads: 460

For Customer Experience Professionals

Report:How Consumers Complain About Poor Service

Time To Get Serious About Social Voice Of The Customer

Most consumers have gotten poor service at some point in the past year. Among that group, the vast majority told friends or family about their disappointing experiences. To understand the causes of...

• Downloads: 878

For Customer Experience Professionals

Blog:Voice Of The Customer Programs Don't Deliver Enough Value

Many of the conversations I have with clients about voice of the customer (VoC) programs center on ways the programs can improve and best practices they can adopt. What I think is really underlying...

For Customer Experience Professionals

Tool:Overall Results For Tested Wireless Carrier Sites

For Customer Experience Professionals

Tool:Consumers Mostly Initiate Chat Interactions

For Customer Experience Professionals

Tool:A Simple ROI Model For A UK Retailer Showing The Range Of Possible Results

For Customer Experience Professionals

Report:Best And Worst Of Website Experience, 2011

Benchmarks: The Digital Customer Experience Improvement Playbook

This report is an update to "Best And Worst Of Website User Experience, 2011" originally published on November 18, 2011. This report outlines how customer experience professionals can benchmark...

• Downloads: 1764

For Customer Experience Professionals

Tool:Consumers Who Didn't Find The Info They Needed Were More Dissatisfied

For Customer Experience Professionals

Blog:A Cure For Customers' Survey Fatigue

You just bought something at your favorite store. You walk out with a skip in your step thinking about when you might wear this new purchase. You give into your compulsion to check your email on your...

For Customer Experience Professionals

Blog:Countdown: T Minus Two Weeks Until The VoC Award Winners Announcement!

Where will you be at 5:20 p.m. on Tuesday, June 26th? I know where I’ll be: announcing the winners of Forrester’s annual Voice Of The Customer Awards at Forrester’s Customer...

For Customer Experience Professionals

Report:How Satisfied Are US Consumers With Online Chat?

Companies are increasingly offering online chat as an interaction channel for customers and prospects. But how successful are those interactions? Of the 18% of consumers who have used chat, most are...

• Downloads: 525

For Customer Experience Professionals

Tool:VoC Program Self-Assessment Criteria

For Customer Experience Professionals

Blog:Voice Of The Customer Awards 2012 — Deadline Extended To Friday, April 6th!

Good news for those of you requesting extensions: We heard you, and we're extending the deadline for Forrester's Voice Of The Customer Award submissions to Friday, April 6th at 5:00 p.m. ET....

For Customer Experience Professionals

Report:Web Site Brand Experience 2010: Auto Manufacturers

Forrester Applies Its Web Site Brand Experience Review Methodology To Five Top Sites

The multibillion-dollar auto industry features some of the most recognized brand names in the US, like Chevrolet, Ford, Honda, Nissan, and Toyota. But how good is the brand experience offered by...

• Downloads: 496

For Customer Experience Professionals

Report:Lessons Learned From 1,500 Website User Experience Reviews

Since 1999, Forrester has used its Website User Experience Review methodology to evaluate the user experience of 1,500 websites spanning business-to-consumer (B2C) and business-to-business (B2B)...

• Downloads: 1391
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For Customer Experience Professionals

Report:Top Ways To Improve Phone Self-Service Experiences

Few firms want to invest in improving phone self-service. But consumers use automated phone systems regularly and are deeply dissatisfied with what they experience. Our research uncovered four...

• Downloads: 405

For Customer Insights Professionals

Report:End-Of-Life: The Forrester Wave™ EFM Satisfaction And Loyalty Solutions

After evaluating two categories of enterprise feedback management (EFM) vendors in Q3 2011, Forrester will no longer cover the vendor market landscape in the same way. This report explains why the...

• Downloads: 90

For Customer Experience Professionals

Tool:Channel Preferences For Researching, Buying, And Getting Service

For Customer Experience Professionals

Report:Reviewer's Guide: Website Top 10 User Experience Review 8.0

This document provides guidance on how to score a site experience against the 10 questions in Forrester's Website Top 10 User Experience Review and is intended to be used in conjunction with the...

• Downloads: 65

For Customer Experience Professionals

Blog:Take Our Survey About Your Digital Experience Improvement Projects Planned For 2013

It’s time again for our annual survey about all of the digital customer experience improvements, redesigns, and new digital experiences you’re working on this year. Please consider taking...

For Customer Experience Professionals

Report:How To Build Your Voice Of The Customer Program

Voice of the customer (VoC) programs require structure and follow-through to be effective at driving customer experience (CX) improvements. CX pros need to know how good their programs are, how they...

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For Customer Experience Professionals

Client Inquiry:Does Forrester Have Updated Website Drop-Off And Abandonment Metrics?

I found a reference to some 2009 research by Forrester that says that people will abandon a website if it takes more than 3 seconds to load a page. Do you know if this has been updated?

For Customer Experience Professionals

Client Inquiry:What Methodology Did Forrester Use To Rank The Winners Of The VoC Awards?

What methodology did Forrester use to rank the winners of the VoC Awards?

For Customer Experience Professionals

Blog:When A Customer Experience Ecosystem Fails

Oh, look what came in the mail yesterday: The order I tried desperately to cancel last week. But, no, UPS dropped it off, and the packing slip said nicely, “Thank you for your order! We are...