Forrester

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: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: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: 670

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:MP3 Player Manufacturers' Cross-Channel Experience, 2008

An Industry Look At This Year's Best And Worst Of Cross-Channel Design

As part of a larger analysis of 16 firms, Forrester evaluated the cross-channel experiences of four large US MP3 player manufacturers — Apple, Creative, iRiver, and Sony. As an industry, the...

• Downloads: 254