Forrester

For eBusiness & Channel Strategy Professionals

Report:Trends In India's eCommerce Market

How Online Retail In India Is Evolving Differently From Other Major Markets

India's eCommerce market is at an early stage but is expected to see huge growth over the next four to five years. Over the past 12 months, venture capitalists have invested heavily in India's...

• Downloads: 473

For eBusiness & Channel Strategy Professionals

Report:European Online Retail: Adopt A Local Approach

A Solid Understanding Of Customer Expectations And A Localization And Differentiation Strategy Are The Keys To Success Across Europe.

Despite some commonality in currency and legislation, there are some notable differences in customer shopping behavior and market trends across the various European online retail markets. eBusiness...

• Downloads: 883

For eBusiness & Channel Strategy Professionals

Report:Online Retailing In Australia 2011: Performance And Channels

Over the past year, Australian online retail enjoyed increased levels of investment and grew rapidly, but at the end of this period the sector otherwise looked much like it did at the start. In...

• Downloads: 290

For eBusiness & Channel Strategy Professionals

Report:European In-Store Pickup Service Best Practices

Addressing Consumers' Need For Immediacy And Cost Savings

European consumers continue to make use of all of the touchpoints that eBusiness professionals offer when making purchases. Click and collect serves multichannel buyers' fundamental needs by allowing...

• Downloads: 303

For eBusiness & Channel Strategy Professionals

Report:European Online Retail: Five Trends To Watch In 2013

European eBusiness Executives Must Embrace A Multi-Touchpoint Reality

European retail eBusiness executives face a time of unprecedented change. The range of touchpoints that customers use to discover, explore, buy, and re-engage with brands is growing by the day. New...

• Downloads: 339

For Customer Experience Professionals

Tool:Call Center Satisfaction Correlates With Retention

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: 826

For eBusiness & Channel Strategy Professionals

Survey:North American Technographics® Customer Experience Online Survey, Q4 2010 (US)

Forrester conducted an online survey fielded in November 2010 of 7,728 US individuals ages 18 to 88. For results based on a randomly chosen sample of this size (N = 7,728), there is 95% confidence...

For Customer Experience Professionals

Tool:Change In Satisfaction With Phone Interactions Between 2008 And 2010

Client Inquiry:What Are Customer Expectations Around Customization Of Packing Slips By Ship Country?

There is discussion in my company around returns forms (packing slips) — we will be shipping out orders from five different websites (five different brands). There is discussion about having...

For eBusiness & Channel Strategy Professionals

Report:The State Of Retailing Online 2011: Merchandising, Headcount, And Global Strategies

Benchmarks: The Retail eCommerce Playbook

This is the second of two reports that detail the findings from "The State Of Retailing Online, 2011," a Shop.org research survey conducted by Forrester Research. Specific topics covered in this...

• Downloads: 1742
• Rating:

For eBusiness & Channel Strategy Professionals

Report:The Global eCommerce Opportunity

Landscape: The eCommerce Globalization Playbook

Gone are the days when most brands offered just one or two international sites: Today, a global eCommerce footprint is the end goal. To reach that goal, companies are taking a strategic look at the...

• Downloads: 336
• Rating:

For Customer Experience Professionals

Report:Conversations With Customer Experience Leaders: Maersk Line's Jesper Engelbrecht Thomsen

In 2009, Maersk Line asked Jesper Engelbrecht Thomsen, vice president of customer service, to take on the role of improving customer experience enterprisewide. Faced with increasing competition and...

• Downloads: 249

For eBusiness & Channel Strategy Professionals

Report:Latin American Online Retail Forecast, 2011 To 2016

A Topline Look At eCommerce Growth In Brazil And Mexico

Latin America's online retail markets are dynamic and varied. With the largest economy and approximately 40% of Latin America's Internet users, Brazil will remain the powerhouse in Latin American...

• Downloads: 1110

For Customer Experience Professionals

Tool:Call Center Satisfaction Correlates With Positive Word Of Mouth

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 Customer Experience Professionals

Report:Customer Experience Trends: Leaders At FedEx, Time Warner Cable, And USAA Weigh In

A Panel Discussion At The 2010 Customer Experience Forum

Highlights of the Trends In Customer Experience panel at Forrester's Customer Experience Forum 2010 included a debate about the need for a chief customer officer (CCO), a prediction that "Web sites...

• Downloads: 1053

For CIO Professionals

Report:Business Process Initiatives Focus On Customer Experience And Cost Reduction

These data charts are based on the Q2 2011 Global Forrester/IQPC Business Process Maturity Online Survey.

• Downloads: 36

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 eBusiness & Channel Strategy Professionals

Report:Trends In China's eCommerce Market

How Online Retail In China Is Evolving Differently From Other Major Markets

China's eCommerce market is both one of the largest and one of the fastest growing in the world. While Forrester estimates the traditional B2C online retail markets to be larger in the US and Japan...

• Downloads: 1369

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: 2785
• Rating:

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:Increase In Three Loyalty Measures With A 1-Point Increase In CxPi Score

For Customer Experience Professionals

Tool:Assumptions Used As Inputs For The Customer Experience Revenue Model

For Customer Experience Professionals

Tool:Call Center Satisfaction Correlates With Future Purchases