Forrester

For Customer Experience Professionals

Report:Personas Require Regular Updates

Ensure Personas Accurately Reflect Customers' New Behaviors And Technologies

Personas are ideal tools to guide the design of products, channels, and messaging, but companies are concerned that they fail to keep track of evolving behaviors. Although customers' psychographics...

• Downloads: 446

For Customer Experience Professionals

Report:Best And Worst Of UK Brand Building Web Sites, 2009: Mobile Operators

Forrester Applies Its Web Site Brand Review Methodology To The Sites Of Four Top UK Mobile Operators

How good is the overall brand experience offered by leading mobile operators' Web sites in the UK in 2009? To find out, we graded the sites of four top UK mobile operator sites using Forrester's Web...

• Downloads: 217

For Customer Experience Professionals

Report:Best And Worst Of UK Brand Building Web Sites, 2009: Internet Service Providers

Forrester Applies Its Web Site Brand Review Methodology To The Sites Of Four Top UK Internet Service Providers

How good are the overall experiences offered by leading Internet service providers' Web sites in the UK in 2009? To find out, we graded the sites of four top UK ISP sites using Forrester's Web Site...

• Downloads: 182

For Customer Experience Professionals

Report:How Satisfied Are Spanish Consumers With Online Customer Experiences?

We asked more than 1,700 Spanish consumers how satisfied they were with their experiences on top Spanish Web sites. The majority of consumers were satisfied or very satisfied. El Corte Inglés...

• Downloads: 225

For Customer Experience Professionals

Report:How Satisfied Are Italian Consumers With Online Customer Experiences?

We asked more than 2,000 Italian consumers how satisfied they were when using top Web sites in Italy. Most consumers were satisfied or very satisfied with their experiences. eBay led in satisfaction...

• Downloads: 180

For Customer Experience Professionals

Report:How Satisfied Are Swedish Consumers With Online Customer Experiences?

We asked more than 500 Swedish consumers how satisfied they were when using top Web sites in Sweden. The majority of consumers were satisfied or very satisfied with their experiences. Blocket...

• Downloads: 141

For Customer Experience Professionals

Report:How Satisfied Are Dutch Consumers With Online Customer Experiences?

We asked more than 1,000 Dutch consumers about their satisfaction with Dutch Web sites. The majority reported that they were satisfied or very satisfied with their experiences. Bol.com had the...

• Downloads: 206

For Customer Experience Professionals

Report:How Satisfied Are German Consumers With Online Customer Experiences?

We asked more than 3,300 German consumers how satisfied they were when using 13 top German Web sites. The majority of consumers were satisfied or very satisfied with their experiences. Amazon had the...

• Downloads: 289

For Customer Experience Professionals

Report:How Satisfied Are French Consumers With Online Customer Experiences?

We asked more than 2,500 French consumers how satisfied they were when using 15 top French Web sites. The majority of consumers were satisfied or very satisfied with their experiences. Fnac had the...

• Downloads: 230

For Customer Experience Professionals

Report:How Satisfied Are UK Consumers With eCommerce Experiences?

Forrester asked nearly 3,000 UK consumers how satisfied they were when using 19 top UK eCommerce Web sites across two industries: retail and travel. On average, consumers were satisfied with their...

• Downloads: 399

For Customer Experience Professionals

Report:How Japanese Consumers Use The Mobile Internet

The mobile phone market in Japan is saturated: 96% of online consumers already own mobile phones, many of which offer Internet access and advanced capabilities. Although both men and women are avid...

• Downloads: 617

For Customer Experience Professionals

Report:Customer Experience Best Practices From 2008 Finance And Consumer Marketing Forums EMEA

In November 2008, Forrester held concurrent forums in London for consumer marketing and financial services professionals. Leading companies and their design agencies offered insight into their best...

• Downloads: 650

For Customer Experience Professionals

Report:How Nico Nico Douga Energizes Its Community To Create Appealing Video Experiences

Japan's second largest online video portal — Nico Nico Douga — has succeeded in engaging its target audience of young Japanese consumers. Forrester spoke with company executives and...

• Downloads: 241

For Customer Experience Professionals

Report:Japan's Social Networks Need Usability Improvements

Forrester Evaluated Mixi, Gree, And Cafesta

The growing popularity of Japan's social networking services (SNSes) is dependent on getting people to sign up for and use their services. To find out how easy it was to register for Japan's SNSes,...

• Downloads: 257

For Customer Experience Professionals

Report:Online Experience: A Global Comparison

The State Of The Web In The US, Japan, And Europe

Forrester's 2007 reviews of Web sites in Japan, Europe, and the US show a vast majority of sites in all regions to be deeply flawed. On average, US sites offer better customer experience than their...

• Downloads: 868

For Customer Experience Professionals

Report:The State Of Japanese Consumer Electronics Site Design, 2007

The Top Three Problems With Japanese Consumer Electronics Web Sites

As part of a study that looked at 12 major Japanese sites, Forrester recently used its Web Site Review methodology to evaluate the user experience at the Web sites of four major Japanese consumer...

• Downloads: 94

For Customer Experience Professionals

Report:Best And Worst Of Japanese Site Design, 2007

Forrester Applies Its Web Site Review Methodology To 12 Major Japanese Firms

Using our recently updated Web Site Review methodology, Forrester evaluated the Web site customer experience of 12 major Japanese firms — four each in the automotive, banking, and consumer...

• Downloads: 116

For Customer Experience Professionals

Report:Japanese Companies Put Mobile Phones At The Center Of Multichannel Experiences

The mobile phone is an essential part of Japanese consumers' lives that goes beyond voice and email capabilities. Japanese companies drive traffic to phones from offline media and PC Web sites,...

• Downloads: 394

For Customer Experience Professionals

Report:How Japanese Companies Guide Their Customers To Mobile Internet Experiences

Firms Use Embedded Device Capabilities To Improve Mobile Internet Usability

Leading Japanese companies are changing the way users access mobile Internet content by using unique mobile device capabilities that directly connect the physical world to the mobile Internet...

• Downloads: 360

For Customer Experience Professionals

Report:RIM Faces An Uphill Battle For Mainstream Enterprise Mobility In Japan

Entrenched Behaviors Will Relegate BlackBerry To A Niche Market

Canada's Research In Motion (RIM) entered the nascent Japanese enterprise mobility market in September 2006, when it began to offer the BlackBerry through a single carrier partner, NTT DoCoMo....

• Downloads: 102