Forrester

For Customer Experience Professionals

Tool:Consumers Mostly Initiate Chat Interactions

For Customer Experience Professionals

Client Inquiry:Customer Satisfaction Surveys

We are looking for information on the expected rate of return or the high/low rate of return on customer satisfaction surveys. Is there an average rate of return that can be expected or a high/low...

For Customer Experience Professionals

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

For Customer Experience Professionals

Report:Top Ways To Combat Survey Fatigue

Customer experience professionals depend on surveys for their voice of the customer (VoC) and customer experience (CX) measurement programs. But with so many surveys coming at each individual...

• Downloads: 267

For Customer Experience Professionals

Report:Case Study: Philips Uses eLearning To Communicate The Benefits Of Net Promoter

Partnership With Jellyvision Lab Leads To An Engaging Training Module

One of the challenges that market insights professionals struggle with is the communication of research results across the organization. The Customer Experience and NPS team at Philips was tasked...

• Downloads: 256
• Rating:

For Customer Experience Professionals

Report:Why Your Call Center Needs User-Centered Design

How Focusing On Callers And Agents Can Drive Business Results

Today, user-centered design isn't widely used to improve call center interactions. That needs to change. When applied in the call center, the core activities of a user-centered design process —...

• Downloads: 764

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: 520

For Customer Experience Professionals

Report:The Four Essentials Of Effective Web Site Intercept Surveys

How To Make Getting Visitor Feedback A Positive Customer Experience

Web site intercept surveys are a popular tool for finding problems with the online experience. But a poorly designed site intercept survey can hurt more than it helps by providing misleading insights...

• Downloads: 564

For Customer Experience Professionals

Report:Reinvent Your Call Center Culture To Create Amazing Customer Experiences

Focus On Hiring, Training, Incentives, and Metrics

Call centers offer companies daily opportunities to create meaningful connections with customers. When this happens, businesses increase customer loyalty and generate incremental revenue. But...

• Downloads: 1287

For Customer Experience Professionals

Report:Want Loyalty? Improve Your Call Center Customer Experience

Call Center Satisfaction Ties To Loyalty Across 11 Industries

Call center satisfaction correlates with three loyalty metrics: consumers' willingness to repurchase, reluctance to switch, and likelihood to recommend. Call satisfaction also correlates highly with...

• Downloads: 828

For Customer Experience Professionals

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

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 Customer Experience Professionals

Tool:Satisfaction With Phone Interactions Varies Widely In Some Industries

For Customer Experience Professionals

Tool:Call Center Satisfaction Correlates With Future Purchases

For Customer Experience Professionals

Report:Case Study: Regence Uses Chat To Boost Customer Satisfaction

What Customer Experience Professionals At Other Firms Can Learn

Health insurers need to improve customer experience to gain customers' trust and boost engagement. While most insurers focus on self-service in isolation, Regence BlueCross BlueShield decided to...

• Downloads: 471

For Customer Experience Professionals

Tool:Customer Journey Map Self-Assessment Tool

For Customer Experience Professionals

Client Inquiry:Measuring In-Store Customer Experience

How do companies measure customers' experience after visiting a retail store? What methods do companies use to identify, contact, and survey customers after they have interacted with staff in a...

For Customer Experience Professionals

Tool:Best Practices Across Four Essentials Of Effective Site Intercept Surveys

For Customer Experience Professionals

Report:How To Design An Effective Voice Of The Customer (VoC) Insights Program

Best Practices In VoC And CSAT Research For Market Insights Professionals

Market insights professionals often carry out customer satisfaction (CSAT) surveys — a key component in voice of the customer (VoC) research — but then struggle to turn results into...

• Downloads: 1029

For Customer Experience Professionals

Report:An Overview Of Enterprise Feedback Management Vendors And Their Capabilities

The Technology Tool That Will Help Market Insights Professionals Bring The Research Data Streams Within The Organization Together

Companies are in a unique position today: They have an unprecedented ability to collect information about their customers through various channels. However, what has arisen from what one would...

• Downloads: 643

For Customer Experience Professionals

Tool:Consumers Still Use Traditional Channels Most For Feedback And Complaints

For Customer Experience Professionals

Report:Giffgaff Manages Its Community To Deliver A Great Customer Experience

Social Media Management Gives Control To Members And Builds The Brand

Giffgaff, a low-cost mobile virtual network operator, uses an online community for customer support, sales and marketing, as well as product development functions. To ensure a positive customer...

• Downloads: 382

For Customer Experience Professionals

Report:How Consumers Research, Buy, And Get Service, 2011

Forrester asked consumers about the channels they use when researching, buying, and getting customer service. In-store experiences were the most popular and the most satisfying across activities,...

• Downloads: 885

For Customer Experience Professionals

Client Inquiry:An Overview Of The Online Customer Satisfaction Measurement Company ForeSee

We are interested in learning more about the customer satisfaction measurement tools ForeSee provides. Please answer the following questions: 1) Could you provide an overview of what ForeSee does; 2)...

For Customer Experience Professionals

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