For Customer Experience Professionals

Top Customer Experience Takeaways From SpeechTEK 2009

by Adele Sage, November 10, 2009

Forrester recently attended SpeechTEK 2009, where presenters focused on using speech technologies to improve the phone self-service customer experience. Among speakers' top recommendations: Don't ignore customer experience, do focus on target users and . . .

For Customer Experience Professionals

Footwear Manufacturers' Cross-Channel Experience, 2009

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

by Adele Sage, September 18, 2009

As part of a larger analysis of 16 firms, Forrester evaluated the cross-channel experiences of four large footwear manufacturers — adidas, New Balance, Nike, and Puma. Overall, the footwear manufacturers lagged relative to most of the other industries. . . .

For Customer Experience Professionals

Executive Q&A: Cross-Channel Reviews

by Adele Sage, July 31, 2009

Cross-channel reviews uncover flaws that prevent users from accomplishing goals when their paths take them across multiple channels, like Web sites and interactive voice response (IVR) systems. When companies fix these flaws they improve business results. . . .

For Customer Experience Professionals

Small IVR Investments That Pay Off

by Adele Sage, June 23, 2009

With low phone self-service satisfaction rates, there's lots of room to improve IVR systems. Our research uncovered five low-cost techniques that improve routing, boost containment rates, increase automation, and reinforce the brand. To identify which . . .

For Customer Experience Professionals

Best And Worst Of Email Interaction Design, 2009

Forrester Applies Its Email Interaction Review Methodology To 16 Major Firms

by Adele Sage, May 27, 2009

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. Only one of the 15 companies that actually responded . . .

For Customer Experience Professionals

Online Travel Agencies' Cross-Channel Experience, 2009

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

by Adele Sage, May 22, 2009

As part of a larger analysis of 16 firms, Forrester evaluated the cross-channel experiences of four large online travel agencies — Expedia, Orbitz, priceline.com, and Travelocity. Overall, the travel agencies ended up with the highest average score compared . . .

For Customer Experience Professionals

Best And Worst Of Phone Self-Service Design, 2009

Forrester Applies Its IVR Review Methodology To 16 Major Firms

by Adele Sage, May 20, 2009

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 online travel agencies. Among the generally weak phone self-service . . .

For Customer Experience Professionals

Best And Worst Of B2C Site Design, 2009

Forrester Applies Its Web Site Review Methodology To 16 Major Firms

by Adele Sage, April 14, 2009

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 agencies. While Expedia received the highest score, all 16 sites . . .

For Customer Experience Professionals

Best And Worst Of Cross-Channel Design, 2009

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

by Adele Sage, March 6, 2009

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 agencies. While Expedia, Nike, and Orbitz received the top overall . . .

For Customer Experience Professionals

Cross-Channel Design, One Channel Pair At A Time

Simplify Your Approach By Focusing On Pairs Of Channels

by Adele Sage, January 21, 2009

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 of channels. This approach creates immediate value, . . .

For Customer Experience Professionals

Forrester Cross-Channel Review 7.1 Reviewer's Guide (874 KB DOC)

by Adele Sage, January 8, 2009

An update to the Cross-Channel Review Reviewer's Guide.

For Customer Experience Professionals

How Satisfied Are Shoppers When Moving Across Channels?

by Adele Sage, December 16, 2008

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, consumer electronics, personal computers, and large . . .

For Customer Experience Professionals

Best And Worst Of Email Interaction Design, 2008

Forrester Applies Its Email Interaction Review Methodology To 16 Major Firms

by Adele Sage, October 14, 2008

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 companies that actually responded to our emails passed the . . .

For Customer Experience Professionals

MP3 Player Manufacturers' Cross-Channel Experience, 2008

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

by Adele Sage, September 9, 2008

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 MP3 player manufacturers received dismal scores compared with . . .

For Customer Experience Professionals

Executive Q&A: Web Site Reviews

by Adele Sage, September 5, 2008

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 than 1,100 Web Site Reviews. To get the most out of the . . .

For Customer Experience Professionals

Small Web Site Investments That Pay Off

by Adele Sage, August 27, 2008

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 click-through rates. To identify which quick fixes to . . .

For Customer Experience Professionals

Best And Worst Of Phone Self-Service Design, 2008

Forrester Applies Its IVR Review Methodology To 16 Major Firms

by Adele Sage, August 15, 2008

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 the generally weak phone self-service experiences delivered . . .

For Customer Experience Professionals

Best And Worst Of Cross-Channel Design, 2008

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

by Adele Sage, June 13, 2008

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 Airlines and United Airlines received the top overall scores, none . . .

For Customer Experience Professionals

Cross-Channel Review Scorecard 7.1 (694 KB DOC)

by Adele Sage, June 13, 2008

This is the working scorecard for Forrester's Cross-Channel Review methodology version 7.0.

For Customer Experience Professionals

Web Site Review Scorecard 7.0 (236 KB DOC)

by Adele Sage, June 13, 2008

This is the working scorecard for Forrester's Web Site Review methodology version 7.0.

For Customer Experience Professionals

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

by Adele Sage, March 31, 2008

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 user goals that drive business metrics, review their . . .

For Customer Experience Professionals

Improving The Design Of Chat Interactions

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

by Adele Sage, March 11, 2008

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 Click-To-Chat Interaction Review methodology to a number . . .

For Customer Experience Professionals

Click-To-Chat Interaction Review Scorecard (115 KB DOC)

by Adele Sage, February 29, 2008

This is the working scorecard for Forrester's Click-To-Chat Review methodology.

For Customer Experience Professionals

Web-Store Experiences: Electronics Retailers

Forrester Evaluated Channel Transitions Of Four Electronics Retailers

by Bruce D. Temkin, Adele Sage, February 4, 2008

Forrester applied its Cross-Channel Review methodology to the experiences at four electronics retailers — Best Buy, Circuit City, RadioShack, and Wal-Mart. While Best Buy received the top overall score, none of the four companies received an overall passing . . .

For Customer Experience Professionals

Web-Store Experiences: Department Stores

Forrester Evaluated Channel Transitions Of Four Department Stores

by Bruce D. Temkin, Adele Sage, December 10, 2007

Forrester applied its Cross-Channel Review methodology to the experiences at four department stores — JC Penney, Kohl's, Macy's, and Sears. While Sears received the top overall score, none of the four companies received an overall passing grade. Despite . . .