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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 eBusiness & Channel Strategy Professionals
The Reality Of Customer Service In Europe: How Europeans Use And Rate Service Channels
by Patti Freeman Evans, October 9, 2009
With 51% of European adults having sought company support in the past three months, customer service must be a key component of any company retention strategy. We found that Europeans favor traditional service channels like the phone and in-store interaction, . . .
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
Discount Retailers' Cross-Channel Experience, 2009
An Industry Look At This Year's Best And Worst Of Cross-Channel Design
by Bruce D. Temkin, September 3, 2009
As part of a larger analysis of 16 firms, Forrester evaluated the cross-channel experiences of four large discount retailers — Kmart, Sears, Target, and Wal-Mart. Overall, the discount retailers performed poorly compared to the other industries we evaluated. . . .
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
Health Plans Face A Member Experience Crisis
by Elizabeth Boehm, July 28, 2009
Health plan member experience is broken. Not only do members pan their health plan experiences across the board, but those who use health plan service solutions more frequently are less satisfied with their overall health plan experiences. Fixing this . . .
For Customer Experience Professionals
Auto Insurers' Cross-Channel Experience, 2009
An Industry Look At This Year's Best And Worst Of Cross-Channel Design
by Bruce D. Temkin, July 10, 2009
As part of a larger analysis of 16 firms, Forrester evaluated the cross-channel experiences of four large auto insurers — 21st Century Insurance, Allstate Insurance, Geico, and State Farm. Overall, the auto insurers performed fairly well relative to the . . .
For Consumer Product Strategy Professionals
Case Study: American Airlines Utilizes Multiple Channels To Reach Most Passengers
A Mobile POST Case Study
by Julie A. Ask, Seth Fowler, July 1, 2009
American Airlines' mobile strategy is wide-reaching to reflect the many different people who fly with the company. Many of its passengers are Connectors, who are well positioned to take advantage of American Airlines' email and SMS alerts, and SuperConnecteds, . . .
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 Consumer Product Strategy Professionals
Enhance Your Product Strategy With Convenient Customer Service
by Doug Williams, June 22, 2009
Customer service has become an integral part of product strategy, and, as such, it should now be a primary concern of consumer product strategy professionals. Customer service has also grown more complex: Consumers used to simply bring the product back . . .
For eBusiness & Channel Strategy Professionals
Using Channel Satisfaction Data To Build The Business Case For eBusiness
by Carrie Johnson, Elizabeth Davis, May 26, 2009
Forrester recently released a report showing the results of a survey of more than 4,500 US consumers and their level of satisfaction with Web, phone, and in-person interactions across 12 different industries. The report allows eBusiness and channel strategy . . .
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
The Experiences That Satisfy Consumers, 2009
US Consumers Rate Firms' Web, Phone, And In-Person Interactions
by Bruce D. Temkin, April 14, 2009
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 different industries. It turns out that Web interactions . . .
For eBusiness & Channel Strategy Professionals
eBusiness Customer Service And Support Benchmark
Aligning Availability And Accessibility With Customer Needs And Desires
by Zachary McGeary, March 27, 2009
Consumers continue to embrace online customer service and support. According to a November 2008 survey, 48% more consumers claimed that a company Web site was more useful than a physical store for their servicing needs. Yet availability and accessibility . . .
For Customer Experience Professionals
Where To Find Help With Automated Calling For Healthcare
Eliza, Silverlink, Varolii, Vocantas, And Warm Health Report Healthcare Program Expertise
by Elizabeth Boehm, February 11, 2009
As healthcare companies get more focused on preventive care and proactive communication, they need messaging platforms that can provide flexible, compelling experiences to a diverse range of consumers. Increasingly, firms are incorporating automated calling . . .
For Business Process & Applications Professionals
Forrester's Customer Service Innovation Framework And Self-Assessment
Use Our Assessment To Improve The Customer Experience And Get Quick Wins
by Natalie L. Petouhoff, Ph.D., January 13, 2009
Customer service disappointments are often a result of poor strategy. Forrester's Customer Service Innovation Framework provides you with 150 best practice capabilities — organized into six categories — that drive customer retention, loyalty, reduced . . .
For Business Process & Applications Professionals
Forrester's Customer Service Innovation Capabilities Self-Assessment 
(158 KB XLS)
by Natalie L. Petouhoff, Ph.D., January 9, 2009
This is the self assessment workbook that accompanies the document "Forrester's Customer Service Innovation Framework and Self-Assessment".
For Business Process & Applications Professionals
Why Talking To Your Customers Is Ruining Your Business
Five Ways To Deliver Extraordinary Customer Service Agent Interactions
by Natalie L. Petouhoff, Ph.D., August 29, 2008
To answer questions and resolve service issues, forty-five percent of consumers prefer to speak with a customer service agent. But most walk away from customer service agent interactions disillusioned, disappointed, and disgruntled. Why? Consumers and . . .
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
Department Stores' Cross-Channel Experience, 2008
An Industry Look At This Year's Best And Worst Of Cross-Channel Design
by Vidya L. Drego, August 7, 2008
As part of a larger analysis of 16 firms, Forrester evaluated the cross-channel experiences of four large US department stores — JCPenney, Kohl's, Macy's, and Sears. As an industry, the department stores received average scores compared with other industries, . . .
For Customer Experience Professionals
Wireless Carrier Relationships Differ Across Ethnic Groups
by Bruce D. Temkin, July 23, 2008
Forrester asked nearly 5,000 US consumers about many aspects of their relationships with wireless carriers. We examined their feedback on overall customer experience and their satisfaction with Web, store, and phone interactions, along with their plans . . .
For Customer Experience Professionals
Retail Relationships Differ Across Ethnic Groups
by Bruce D. Temkin, July 22, 2008
Forrester asked nearly 5,000 US consumers about many aspects of their relationships with retailers. We examined their feedback on overall customer experience and their satisfaction with Web, store, and phone interactions, along with their plans to stay . . .
For Customer Experience Professionals
Banks' Cross-Channel Experience, 2008
An Industry Look At This Year's Best And Worst Of Cross-Channel Design
by Bruce D. Temkin, July 18, 2008
As part of a larger analysis of 16 firms, Forrester evaluated the cross-channel experiences of four large US banks — Bank of America, JPMorgan Chase, Wachovia, and Wells Fargo. As an industry, the banks scored slightly above average compared with other . . .
For Customer Experience Professionals
Airlines' Cross-Channel Experience, 2008
An Industry Look At This Year's Best And Worst Of Cross-Channel Design
by Vidya L. Drego, July 17, 2008
As part of a larger analysis of 16 firms, Forrester evaluated the cross-channel experiences of four large US airlines — American Airlines, Delta Air Lines, Southwest Airlines, and United Air Lines. As an industry, airlines earned the highest average score, . . .
