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For Customer Experience Professionals

Lessons Learned From 157 Web Site Brand Reviews

Forrester Examines Results From Version 1.0 Of Our Web Site Brand Review Methodology

February 27, 2009

By Ron Rogowski II with Harley Manning, Steven Geller

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Why Read This Report

Forrester recently updated its Web Site Brand Review Methodology to version 2.0. Before moving on, we analyzed the results of 157 Web Site Brand Reviews completed with version 1.0 between June 2005 and October 2008. This data shows that while sites fared better in supporting their brand attributes than they did in catering to user goals, the overall Web site brand experience is poor. To gauge how well their sites build brand experience, customer experience professionals should conduct their own Web Site Brand Reviews.
Tags: Best of the Web, Brand & Product Web Sites, Brand Tactics, Branding, Customer Experience Management, Expert Reviews, Interactive Marketing Strategy and Process, Web Design & Usability
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TABLE OF CONTENTS

  • Few Sites Offer Brand Building Experiences

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    Conduct Regular Web Site Brand Reviews On Your Own Site
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