Forrester

For Marketing Leadership Professionals

Tool:Mass Influencers Have More Trust in Company And Brand Communications

For Customer Experience Professionals

Report:Call Center Experiences Leave Consumers On Hold For Something Better

Consumers Rate Their Satisfaction With Call Center Agent Interactions Across 13 Industries

Consumers report low satisfaction for conversations with call center agents. PC manufacturers, TV service providers, and Internet service providers receive the brunt of their ire. The good news? The...

• Downloads: 666
• Rating:

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: 827

For Marketing Leadership Professionals

Report:Welcome To The Multidevice, Multiconnection World

Product Loyalty's New Calculus

Connectivity is becoming a default feature in a diverse range of consumer products, from portables like tablets and eReaders to TVs and Blu-ray players. As the cost of adding connectivity to devices...

• Downloads: 1421

For Marketing Leadership Professionals

Tool:All Ages Express Growing Concern About The Environment

For Customer Experience Professionals

Report:The Business Impact Of Customer Experience, 2010

What A Higher Customer Experience Index Score Can Do For Revenue

To help customer experience professionals prove the business value of a better enterprise customer experience, we built simple models that show how revenue increases when a company's Customer...

• Downloads: 1573

For Customer Experience Professionals

Tool:Call Center Satisfaction Correlates With Future Purchases

For Customer Experience Professionals

Report:The Business Impact Of Customer Experience, 2012

Business Case: The Experience-Driven Organization Playbook

This report outlines the business case for customer experience professionals seeking to discover the business benefits of improving customer experience in an experience-driven organization. Years of...

• Downloads: 2231
• Comments: 2
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For eBusiness & Channel Strategy Professionals

Report:US Online Insurance Forecast, 2010 To 2015

US Online Insurance Sales Will Grow Steadily Through 2015

In 2010, online motor and home insurance sales in the US grew to $8.4 billion, which represents less than a 4% share of insurance sales in these two categories. What's behind that online single-digit...

• Downloads: 982

For Marketing Leadership Professionals

Tool:Convenience Quotient Results For Green Commuting

For Customer Experience Professionals

Tool:Consumer Satisfaction With Phone Experiences At 69 Companies

For Customer Experience Professionals

Report:How Satisfied Are Consumers With Phone Experiences In 2010?

Consumers Rate Their Satisfaction With Phone Experiences Across 13 Industries

For many companies, the phone is a major channel through which they interact with customers. Forrester surveyed 4,653 consumers to find out how satisfied they were with the phone interactions they...

• Downloads: 720

For Marketing Leadership Professionals

Report:Pricing As A Strategic Competency

Why Price Needs To Become More Than Just A Number For Product Strategists

Price can no longer be just a number for product strategists. Pricing now needs to become a strategic competency that affects every aspect of product strategy, from the business model to the nature...

• Downloads: 597

For CMO Professionals

Report:Orchestrate Direct-To-Consumer Sales As Part Of Your Brand Experience

The hope of greater margins and more control may drive a consumer goods company to embrace direct-to-consumer (DTC) sales. But while those are sound reasons to sell directly, they sell the value of...

• Downloads: 439

For Marketing Leadership Professionals

Report:Phone-Based Navigation Continues To Grow Rapidly In 2010

In May 2009, Forrester predicted that, while a growing number of consumers would embrace navigation solutions, the phone would be the most widely used tool for navigation by 2013. Our most recent...

• Downloads: 317

For Marketing Leadership Professionals

Tool:CQ Scorecards For Green Commuting Options

For Marketing Leadership Professionals

Report:The Convenience Quotient Of Green Commuting

Lessons For Consumer Product Strategy Professionals

See many hybrid vehicles while driving to work? No? These cars have been sold for more than 10 years, yet adoption is still low. Using our Convenience Quotient methodology, we looked at the concept...

• Downloads: 219

For Customer Experience Professionals

Report:The Customer Experience Index, 2012

Benchmarks: The Experience-Driven Organization Playbook

This report provides benchmarks of the quality of customer experience at major companies. It should be used to help customer experience professionals set goals and optimize as they transform their...

• Downloads: 2791
• Rating:

For Customer Experience Professionals

Tool:Call Center Satisfaction Correlates With Retention

For Marketing Leadership Professionals

Tool:Mass Influencers Are More Likely To Fan A Company Or Brand And To Share Links

For Customer Experience Professionals

Tool:Better Customer Experience Drives Millions In Revenue Benefit Across Industries

For Application Development & Delivery Professionals

Report:How To Build The Business Case For Customer Experience Improvement

The Business Impact Of Customer Experience

Business process professionals supporting customer-facing processes are often challenged to make the business case to their executive leaders that investing to improve the customer experience is a...

• Downloads: 882

For eBusiness & Channel Strategy Professionals

Survey:North American Technographics® Online Benchmark Recontact Survey, Q3 2011 (US, Canada)

Forrester conducted an online survey fielded in August 2011 of 37,350 US and Canadian online adults ages 18 to 88. For results based on a randomly chosen sample of this size (N = 37,350), there is...

For Marketing Leadership Professionals

Report:Three Ways To Find, Create, And Energize Advocates

Promote, Find, And Attract The Mass Influencers Who Matter

Fans and followers are helpful for brands, but the people who bring the greatest value in social media are not just fans but advocates — people who can and will support, engage, and share...

• Downloads: 1017

For eBusiness & Channel Strategy Professionals

Survey:North American Technographics® Travel And Auto Online Benchmark Recontact Survey, Q3 2012 (US)

Forrester conducted an online survey fielded in August 2012 of 4,573 US individuals ages 18 to 88. For results based on a randomly chosen sample of this size (N = 4,573), there is 95% confidence that...