Forrester

For eBusiness & Channel Strategy Professionals

Report:How US Consumers Research And Buy Investment Products

Purchasers Have Often Researched Through A Different Channel

Over the past year, 7% of US online adults have purchased an investment product. While the online channel is the most popular channel for researching, the in-person channel is the most popular for...

• Downloads: 504

For Customer Experience Professionals

Report:The Customer Experience Index, 2011

Consumers Rate The Customer Experience Across 153 Large US Brands

To assess the state of customer experience in 2011, Forrester asked more than 7,700 US consumers about their interactions with a variety of companies. Based on their responses, we calculated Customer...

• Downloads: 2601

For Customer Experience Professionals

Report:How Consumers Complain About Poor Service

Most consumers say that they've had unsatisfactory service interactions during the past year. Of that group, 69% have told friends or family. To reverse the negative buzz and prevent future problems,...

• Downloads: 528

For Marketing Leadership Professionals

Report:Smartphone Platforms Need A Branding Reset

US Consumers Have Little Clue About Their Phone's Software

In the white-hot US smartphone market, the once-invisible underlying software platforms have become one of the fiercest areas of competition. RIM and Apple lead this market, while platforms from...

• Downloads: 719

For Marketing Leadership Professionals

Report:US Tablet Buyers Are Multi-PC Consumers

Product Strategists Must Position PCs And Peripherals Within A Multidevice Lifestyle

The success of the Apple iPad has created a halo around tablets in general: Consumers are interested in these devices, even if they're confused about what they actually are. US online consumers who...

• Downloads: 973

For Customer Experience Professionals

Report:Customer Experience Index 2010: PC Manufacturers

Apple Once Again Tops The List Of PC Manufacturers, But Declines From 2008

Forrester asked more than 4,600 US consumers about their interactions with a variety of companies, scoring those experiences in three areas: meets needs, easy to work with, and enjoyability. Based on...

• Downloads: 284

For eBusiness & Channel Strategy Professionals

Report:The US Auto Insurance Buyer's Journey

The Web Is Critical To Research, But Many Shoppers Cross Channels To Apply

Four in five US adults own auto insurance, and more than one in four applies for a new policy each year. We used Forrester's Technographics® data to analyze how millions of US adults research,...

• Downloads: 845