eCommerce

eCommerce refers to activities in which businesses — or consumers — use the Internet to identify supplies, select products and services, complete financial transactions, and/or obtain services. Delivery may occur online or outside of the Internet. Research coverage includes eCommerce platforms and technologies and mobile eCommerce.

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5 results in Reports

  • B2C eCommerce
  • Healthcare & Life Sciences
  • Customer Experience
  • For Customer Experience Professionals

    Report:Case Study: Regence Uses Chat To Boost Customer Satisfaction

    What Customer Experience Professionals At Other Firms Can Learn

    Health insurers need to improve customer experience to gain customers' trust and boost engagement. While most insurers focus on self-service in isolation, Regence BlueCross BlueShield decided to...

    • Downloads: 524
  • For Customer Experience Professionals

    Report:Health Plan Customer Experience Professionals' Introduction To Making Proactive Chat Work

    Health plan customer experience professionals are tasked with reducing administrative costs (principally by diverting calls from the call center), while driving customer satisfaction scores up. This...

    • Downloads: 309
  • For Customer Experience Professionals

    Report:Who Wants Low Prices Or Good Customer Service?

    Examining Four Segments Of Consumers Across 12 Industries

    In previous research, Forrester found that US consumers looked for good customer service more often than lower prices. To understand this dynamic in more detail, we created four segments of...

    • Downloads: 619
  • For Customer Experience Professionals

    Report:The Experiences That Satisfy Consumers, 2009

    US Consumers Rate Firms' Web, Phone, And In-Person Interactions

    How well do experiences meet the needs of customers? Not very well. A survey of more than 4,500 US consumers shows a low level of satisfaction with Web, phone, and in-person interactions across 12...

    • Downloads: 1335
  • For Customer Experience Professionals

    Report:Use Personas To Design For Engagement

    Highlights From A Panel At Forrester's Marketing Forum 2008

    At Forrester's Marketing Forum, we held a session with three pairs of agencies and clients that have used personas very effectively. When QVC and Critical Mass redesigned the QVC Web site to create a...

    • Downloads: 1272