Manufacturing

The use of machines, tools and labor to make things for use or sale. Most commonly applied to industrial production, in which raw materials are transformed into finished goods on a large scale.

Latest Research

  • For Customer Experience Professionals

    REPORT: The US Luxury Auto Manufacturers Customer Experience Index, 2018

    How US Luxury Auto Manufacturers Earn Loyalty With The Quality Of Their Experience

    June 20, 2018 Brendan Miller, Alex Causey

    How well do leading luxury auto brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of seven luxury auto brands that we analyzed as part of the US Customer Experience Index (CX Index™). We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: The US Mass Market Auto Manufacturers Customer Experience Index, 2018

    How US Mass Market Auto Manufacturers Earn Loyalty With The Quality Of Their Experience

    June 20, 2018 Brendan Miller, Alex Causey

    How well do leading mass market auto brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of the 15 mass market auto brands that were analyzed as part of the US Customer Experience Index (CX Index™). We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: The US Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience

    June 19, 2018 Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 287 brands across 19 industries in the US Customer Experience Index (CX Index). We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Forrester Automotive Wave™: US Websites, Q2 2018

    The Playing Field Is Wide Open For Carmakers To Break Away

    June 18, 2018 Brendan Miller, Andrew Hogan

    US new auto sales surpassed 17 million vehicles in 2017 — one of the best years on record for the auto industry. Can it do better? Over 90% of US auto shoppers used manufacturers' websites to guide them in their decision process. To gauge how helpful the websites are to shoppers, we evaluated the sites of 10 top auto brands in the US. This report lays out where companies excel — and where they lag — and what digital business and customer experience (CX) professionals can learn from them so their websites help drive more growth.

  • For eBusiness & Channel Strategy Professionals

    REPORT: All Brands Need A Full-Fledged Digital Commerce Strategy

    The Fundamentals Of A Digital Commerce Strategy For Brands

    May 8, 2018 Sucharita Kodali, Michelle Beeson

    Consumer-facing brands have enormous opportunities to grow sales through digital commerce channels, but they also face substantial risks. Some digital channels, like direct-to-consumer sales, can be very profitable, but the prevalence of that same merchandise in online marketplaces presents additional pricing and product integrity considerations. If brands' digital business professionals do not craft a clear digital commerce strategy, they ultimately empower "gray market" sellers at the expense of their own sales and the sales of their retail partners.

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