Forrester

For Customer Experience Professionals

Report:Best And Worst Of Cross-Channel Design, 2008

Forrester Applies Its Cross-Channel Review Methodology To 16 Major Firms

Forrester applied its Cross-Channel Review methodology to the experiences at 16 firms — four of the largest airlines, banks, department stores, and MP3 player manufacturers. While Delta...

• Downloads: 1275

For Customer Experience Professionals

Report:Best And Worst Of Website Experience, 2011

Benchmarks: The Digital Customer Experience Improvement Playbook

This report is an update to "Best And Worst Of Website User Experience, 2011" originally published on November 18, 2011. This report outlines how customer experience professionals can benchmark...

• Downloads: 1731

For Customer Experience Professionals

Report:Websites That Don't Support Customers Waste Millions

Business Case: The Digital Customer Experience Improvement Playbook

This report is an update to "Web Sites That Don't Support Customers' Goals Waste Millions" originally published on February 17, 2010. To understand the effect of poor website usability, Forrester...

• Downloads: 1733
• Rating:

For Customer Experience Professionals

Report:Best And Worst Of Cross-Channel Design, 2009

Forrester Applies Its Cross-Channel Review Methodology To 16 Major Firms

Forrester applied its Cross-Channel Review methodology to the experiences at 16 firms — four of the largest auto insurers, discount retailers, footwear manufacturers, and online travel...

• Downloads: 1377

For Customer Experience Professionals

Report:Small Web Site Investments That Pay Off

Some small Web site projects yield quick ROI. Our research uncovered eight low-cost techniques that increase conversion rates, boost cross-sell opportunities, help users find products, and improve...

• Downloads: 1249

For Customer Experience Professionals

Report:Best And Worst Of B2C Site Design, 2009

Forrester Applies Its Web Site Review Methodology To 16 Major Firms

Forrester applied its Web Site Review methodology to the site experiences at 16 firms — four each of the largest auto insurers, discount retailers, footwear manufacturers, and online travel...

• Downloads: 1306

For Customer Experience Professionals

Report:The Right Website Experience Success Metrics

Performance Management: The Digital Customer Experience Improvement Playbook

This report is an update to "What Are The Right Web Customer Experience Success Metrics?" originally published on July 20, 2011. Good website customer experience metrics fulfill two purposes:...

• Downloads: 1570
• Rating:

For Customer Experience Professionals

Report:Best And Worst Of Website User Experience, 2010

Lessons Learned From 35 Website User Experience Reviews Across Six Industries

In 2010, Forrester reviewed the website user experience of sites in six industries: banks (Canadian and US), discount retailers, health plans, marketing software vendors, PC laptop manufacturers, and...

• Downloads: 1374

For Customer Experience Professionals

Report:Lessons Learned From 1,500 Website User Experience Reviews

Since 1999, Forrester has used its Website User Experience Review methodology to evaluate the user experience of 1,500 websites spanning business-to-consumer (B2C) and business-to-business (B2B)...

• Downloads: 1374
• Comments: 1
• Rating:

For Customer Experience Professionals

Report:Cross-Channel Design, One Channel Pair At A Time

Simplify Your Approach By Focusing On Pairs Of Channels

Consumers are moving from channel to channel, but they're not satisfied with the experiences. Since fixing broken cross-channel experiences can be overwhelming, firms should focus on improving pairs...

• Downloads: 873

For Customer Experience Professionals

Report:Reviewer's Guide: Website User Experience Review 8.0

This is the reviewer's guide for Forrester's Website User Experience 8.0 scorecard.

• Downloads: 288

For Customer Experience Professionals

Report:Improving The Design Of Chat Interactions

Forrester's Click-To-Chat Evaluation Uncovers Best Practices

Consumers like the immediacy of chatting with agents on a company Web site, but they aren't satisfied with the experience. To identify ways for improving these experiences, Forrester applied its...

• Downloads: 842

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

Report:Executive Q&A: Web Site Reviews

Forrester's Web Site Review uncovers flaws that prevent users from accomplishing key goals on Web sites. This document provides answers to some of the common questions we've been asked during more...

• Downloads: 629

For Customer Experience Professionals

Report:Executive Q&A: Website User Experience Reviews

Forrester's Website User Experience Review uncovers flaws that prevent users from accomplishing key goals on Websites. This document provides answers to some of the common questions we've been asked...

• Downloads: 761

For Customer Experience Professionals

Report:How Consumers Complain About Poor Service

Time To Get Serious About Social Voice Of The Customer

Most consumers have gotten poor service at some point in the past year. Among that group, the vast majority told friends or family about their disappointing experiences. To understand the causes of...

• Downloads: 868

For Customer Experience Professionals

Report:Best And Worst Of Phone Self-Service Design, 2009

Forrester Applies Its IVR Review Methodology To 16 Major Firms

Forrester applied its IVR Review methodology to the phone self-service experiences at 16 US firms — four each of the largest auto insurers, discount retailers, footwear manufacturers, and...

• Downloads: 721

For Customer Experience Professionals

Report:How Satisfied Are US Consumers With Web-To-Store Shopping?

Although single-channel interactions satisfy more than 70% of consumers, the results aren't so great when it comes to Web-to-store shopping. Less than two-thirds of consumers are satisfied when...

• Downloads: 671

For Customer Experience Professionals

Report:Best And Worst Of Phone Self-Service Design, 2008

Forrester Applies Its IVR Review Methodology To 16 Major Firms

Forrester applied its IVR Review methodology to the phone self-service experiences at 16 firms — four each of the largest airlines, banks, department stores, and MP3 player manufacturers. Among...

• Downloads: 629

For Customer Experience Professionals

Report:Best And Worst Of Email Interaction Design, 2008

Forrester Applies Its Email Interaction Review Methodology To 16 Major Firms

Forrester applied its Email Interaction Review to the email interactions of 16 firms: four each of the largest airlines, banks, department stores, and MP3 player manufacturers. None of the 13...

• Downloads: 624

For Customer Experience Professionals

Report:How Satisfied Are US Consumers With Store-To-Web Shopping?

Only half of consumers are satisfied with their experiences when researching apparel/footwear/accessories, consumer electronics, and wireless products and services in a store and then purchasing on...

• Downloads: 692

For Customer Experience Professionals

Report:How Satisfied Are Shoppers When Moving Across Channels?

In Forrester's 2007 Customer Experience Index, retailers nabbed four of the top five slots. But are all retail experiences created equal? Not exactly. In the categories of apparel, wireless products,...

• Downloads: 593

For Customer Experience Professionals

Report:What Consumers Do When They Can't Complete A Goal In Their Channel Of Choice

Forrester asked US consumers what they did after their first channel of choice — either Web or phone — failed to provide the information they needed. Our data shows that among those who...

• Downloads: 664

For Customer Experience Professionals

Report:Best And Worst Of Email Interaction Design, 2009

Forrester Applies Its Email Interaction Review Methodology To 16 Major Firms

Forrester applied its Email Interaction Review to the email interactions of 16 firms: four each of the largest auto insurers, discount retailers, footwear manufacturers, and online travel agencies....

• Downloads: 658

For Customer Experience Professionals

Report:Executive Q&A: Click-To-Chat Interaction Reviews

Click-to-chat reviews uncover flaws that prevent users from accomplishing key goals by chatting with agents. To get the most out of the click-to-chat interaction review, site owners should identify...

• Downloads: 499