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

Best And Worst Of UK Brand Building Web Sites, 2009: Internet Service Providers

Forrester Applies Its Web Site Brand Review Methodology To The Sites Of Four Top UK Internet Service Providers

by Jonathan Browne, August 27, 2009

How good are the overall experiences offered by leading Internet service providers' Web sites in the UK in 2009? To find out, we graded the sites of four top UK ISP sites using Forrester's Web Site Brand Review methodology. Our tests measure how well . . .

For Customer Experience Professionals

Persona Best Practices Of Interactive Agencies

Forrester Applies Its Evaluation Methodology To Personas Provided By 18 Large Interactive Agencies

by Vidya L. Drego, August 27, 2009

Forrester applied its persona evaluation criteria to reference personas provided by 18 interactive agencies for the recent Forrester Wave™. Most of the personas showed some room for improvement, with problems running the gamut in both type and severity. . . .

For eBusiness & Channel Strategy Professionals

2009 Canadian Bank Secure Web Site Rankings

RBC Posts Solid Scores In All Areas Of Forrester's Review

by Emmett Higdon, August 25, 2009

Forrester again this year evaluated the secure Web sites of the seven largest Canadian banks and credit unions — Bank of Montreal, CIBC, Desjardins, National Bank of Canada, RBC Royal Bank, Scotiabank, and TD Canada Trust — using our Competitive Site . . .

For Customer Experience Professionals

Best And Worst Of Financial Services Brand Building Web Sites, 2009: Credit Card Providers

by Ron Rogowski, August 17, 2009

How good are the brand experiences offered by major credit card Web sites? To find out, we graded the sites of four top brands — American Express, Capital One, Citigroup, and Discover — on how well they communicate their Brand Image and deliver value . . .

For Customer Experience Professionals

Best And Worst Of Financial Services Brand Building Web Sites, 2009: Banks

by Ron Rogowski, August 14, 2009

The banking industry features some of the most recognizable brand names in the US, like Bank of America, SunTrust Bank, U.S. Bank, and Wells Fargo. But how good are the brand experiences offered by major banks' Web sites? To find out, we graded the sites . . .

For Customer Experience Professionals

Best And Worst Of Financial Services Brand Building Web Sites, 2009: Investment Firms

by Ron Rogowski, August 7, 2009

How good is the brand experience offered by major investment Web sites? To find out, we graded the sites of four top brands — Charles Schwab, Edward Jones, Fidelity Investments, and Vanguard — on how well they communicate their Brand Image and deliver . . .

For Customer Experience Professionals

Best And Worst Of Financial Services Brand Building Web Sites, 2009: Insurers

by Ron Rogowski, August 6, 2009

The fiercely competitive insurance industry features some of the most esteemed brand names in the US, like Allstate Insurance, Progressive Casualty Insurance, State Farm Mutual Automobile Insurance, and USAA. But how good are the brand experiences offered . . .

For eBusiness & Channel Strategy Professionals

Financial Web Sites Need Customer Service Help

Financial Services eBusiness Customer Service And Support Benchmark, 2009

by Diane Clarkson, Elizabeth Stark, July 31, 2009

As part of a larger analysis of 90 Web sites, Forrester evaluated the availability of online customer service and support among 30 leading financial services Web sites. Forrester found that most sites delivered inconsistent customer service availability, . . .

For Customer Experience Professionals

Best And Worst Of Financial Services Brand Building Web Sites, 2009

Forrester Applies Its Web Site Brand Review Methodology To The Sites Of 16 Top Financial Services Brands

by Ron Rogowski, July 10, 2009

How good is the overall experience offered by leading financial services brands' Web sites in 2009? To find out, Forrester graded the sites of 16 top financial services brands using Forrester's Web Site Brand Review methodology. Our tests measure how . . .

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 eBusiness & Channel Strategy Professionals

Multichannel Is Still A Myth For Retailers

Companies Continue To Struggle With Cross-Channel Contact Strategies

by Sucharita Mulpuru, June 29, 2009

Retailers have been striving to provide seamless multichannel shopping experiences in order both to stay ahead of the market in an increasingly interconnected world and to align themselves with consumer multichannel behavior. In a recent report, Forrester . . .

For Customer Experience Professionals

How Satisfied Are Spanish Consumers With Online Customer Experiences?

by Jonathan Browne, June 18, 2009

We asked more than 1,700 Spanish consumers how satisfied they were with their experiences on top Spanish Web sites. The majority of consumers were satisfied or very satisfied. El Corte Inglés scored highest in consumer satisfaction, while Area PC came . . .

For Customer Experience Professionals

How Satisfied Are Italian Consumers With Online Customer Experiences?

by Jonathan Browne, June 18, 2009

We asked more than 2,000 Italian consumers how satisfied they were when using top Web sites in Italy. Most consumers were satisfied or very satisfied with their experiences. eBay led in satisfaction ratings, while ePRICE came last in our list. The most . . .

For Customer Experience Professionals

How Satisfied Are Dutch Consumers With Online Customer Experiences?

by Jonathan Browne, May 27, 2009

We asked more than 1,000 Dutch consumers about their satisfaction with Dutch Web sites. The majority reported that they were satisfied or very satisfied with their experiences. Bol.com had the highest satisfaction rates, while Bruna came in last. Dutch . . .

For Customer Experience Professionals

How Satisfied Are Swedish Consumers With Online Customer Experiences?

by Jonathan Browne, May 27, 2009

We asked more than 500 Swedish consumers how satisfied they were when using top Web sites in Sweden. The majority of consumers were satisfied or very satisfied with their experiences. Blocket achieved the highest satisfaction rates, while eBay trailed. . . .

For Customer Experience Professionals

How Satisfied Are German Consumers With Online Customer Experiences?

by Jonathan Browne, May 13, 2009

We asked more than 3,300 German consumers how satisfied they were when using 13 top German Web sites. The majority of consumers were satisfied or very satisfied with their experiences. Amazon had the highest satisfaction rate, while Nike trailed. German . . .

For Customer Experience Professionals

How Satisfied Are French Consumers With Online Customer Experiences?

by Jonathan Browne, May 8, 2009

We asked more than 2,500 French consumers how satisfied they were when using 15 top French Web sites. The majority of consumers were satisfied or very satisfied with their experiences. Fnac had the highest satisfaction rate, while CAMIF trailed behind . . .

For eBusiness & Channel Strategy Professionals

2009 Canadian Bank Public Web Site Rankings

Royal Bank Of Canada Blazes A Path Others Will Follow

by Brad Strothkamp, May 4, 2009

For the fourth year in a row, Forrester evaluated the Web sites of the seven largest Canadian banks and credit unions — Bank of Montreal, CIBC, Desjardins, National Bank of Canada, RBC Royal Bank, Scotiabank, and TD Canada Trust — using our Competitive . . .

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 eBusiness & Channel Strategy Professionals

2008 US Bank Secure Web Site Rankings

Forrester's Competitive Site Assessment Ranks Five Top US Banks

by Emmett Higdon, March 13, 2009

Forrester evaluated the secure Web sites of five of the largest US banks — Bank of America, Citibank, JPMorgan Chase, Wachovia Bank, and Wells Fargo — using our Competitive Site Assessment (CSA) methodology. The Bank of America site led all others — earning . . .

For Customer Experience Professionals

How Satisfied Are UK Consumers With eCommerce Experiences?

by Jonathan Browne, March 12, 2009

Forrester asked nearly 3,000 UK consumers how satisfied they were when using 19 top UK eCommerce Web sites across two industries: retail and travel. On average, consumers were satisfied with their experiences, but there's still room for improvement. Amazon . . .

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

Lessons Learned From 157 Web Site Brand Reviews

Forrester Examines Results From Version 1.0 Of Our Web Site Brand Review Methodology

by Ron Rogowski, February 27, 2009

Forrester recently updated its Web Site Brand Review Methodology to version 2.0. Before moving on, we analyzed the results of 157 Web Site Brand Reviews completed with version 1.0 between June 2005 and October 2008. This data shows that while sites fared . . .

For Customer Experience Professionals

Executive Q&A: Web Site Brand Reviews, 2009

by Ron Rogowski, February 24, 2009

Web Site Brand Reviews uncover two types of flaws in a Web site's brand experience: those that prevent users from accomplishing key goals and those that contradict a company's brand attributes. To get the most out of a Web Site Brand Review, customer . . .