customer loyalty

Customer loyalty is incredibly valuable. It’s also incredibly difficult to foster and maintain. Read Forrester’s insights on loyalty.

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Insights

Blog

Despite Economic Headwinds, Malaysian Banks Continue To Improve CX Quality

Tom Mouhsian 2 days ago
How customers perceive a brand influences how much they are willing to spend with the brand, whether they will recommend it to others, and how likely they are to forgive the brand’s missteps. Our annual Customer Experience Index (CX Index™) benchmarking study, which has been conducted in Malaysia since 2021, answers the question, “Which banks […]
Blog

High Levels Of Trust Elude US Financial Services Firms Again

Alyson Clarke September 19, 2023
US financial services brands are struggling to earn high levels of customer trust. Forrester’s Financial Services Customer Trust Index (FS Trust Index) revealed that customer trust in US financial services firms in 2023 was relatively weak and largely unchanged from 2022. Only US banks managed a measurable improvement in average trust scores, and even that […]

Get The Latest In Customer Experience

Each week, the CX Cast brings you the latest news and cutting-edge tactics making waves in customer experience.

Blog

Improve Your Loyalty Results With A Loyalty Services Provider

Mary Pilecki August 16, 2023
Does your brand employ a loyalty services provider in addition to a loyalty technology provider? If not, you should consider it. Brands continue to increase spend on loyalty technology and programs, but they often don’t tie their loyalty initiatives to broader corporate goals, negatively impacting their success. Services providers help here. This blog answers key […]
Webinar

Planning Guides 2024: Customer Experience

Explore 2024 insights for investing in CX strategy to drive action, value, and revenue.
Blog

Canadian Customer Experience Quality Falls To A New Low

Pete Jacques June 16, 2023
The Canada Customer Experience Index (CX Index™) rankings for 2023 show brands backsliding on performance. Read about the results, and meet two brands that beat the odds and improved their CX Index scores in a tough year.
Podcast

How Creative Commerce Fuels Loyalty Across The Customer Lifecycle

What It Means June 1, 2023
From streaming services to ice cream, creative commerce is revolutionizing commerce by integrating all phases of the buying cycle. Learn how on this week’s What It Means with VP, Principal Analyst Jay Pattisall and Principal Analyst Kelsey Chickering.
Blog

Paid Loyalty Programs Pique Premium Interest

Mary Pilecki May 19, 2023
Premium loyalty programs charge a fee for access to membership or a program tier. These can be one-time fees (REI — $30 once for a lifetime) or monthly/annual fees (Amazon Prime, Walmart +). In recent weeks, we’ve seen several new premium loyalty programs or tiers announced: Sweetgreen announced a two-tiered program in April with a […]

Where Are CX Leaders Targeting Their 2024 Spend?

Download our 2024 Planning Guide for Customer Experience Leaders to see where AI investments deliver the greatest gains — and three redundant priorities to pull back on.

Blog

Five Ways To Get Aboard Customer Success

Laura Ramos April 25, 2023
Simply keeping accounts on the training and adoption track, while necessary, is no longer sufficient to drive predictable growth. Learn how to engineer customer success experiences that deliver value to your customers and company alike.
Blog

Flexible Loyalty Technology Solutions Power Profitable Loyalty Programs

Mary Pilecki March 14, 2023
As brands contend with rising media costs, changing consumer behavior, and, for some, lackluster sales results, they continue to invest in consumer loyalty programs and technology solutions to help them engage and retain consumers. In fact, 53% of B2C marketing decision-makers plan to increase their spend on loyalty technology this year. But economic uncertainty adds […]
Blog

It Pays To Share: Refer-A-Friend Programs Boost Customer Acquisition And Engagement

Mary Pilecki March 7, 2023
We’ll let you in on a secret: Cometeer coffee keeps Forrester’s B2C marketing research team running. When our colleague evangelized the innovative coffee company in a team meeting last year, the brand quickly found its way into many of our team members’ daily routines — and it’s not just because we like really good coffee. […]
Blog

Order Up: Starbucks Rewards Changes Signal A Renewed Focus On Profitable Loyalty

Mary Pilecki January 31, 2023
As one of the most popular loyalty programs in the world, the stakes for the Starbucks Rewards program are high. Today, the program boasts nearly 29 million active members, and over half of Starbucks sales are driven through the program. Starbucks Rewards members collect “stars” for every purchase they make, redeemable for free drinks, food, […]
Blog

Contact Centers Are Leaving Money On The Table

Christina McAllister January 30, 2023
Empowering your front line could unlock billions. Learn how agent empowerment and accountability drives revenue growth.

Steer Your CX Budget With Our 2024 Benchmark Data

Join Forrester analysts for a LIVE webinar on Aug. 24 to explore 2024 insights for investing in CX strategy to drive action, value, and revenue.

Blog

We Have Liftoff! Effective Customer Onboarding Is The Launchpad To Customer Value

Shari Srebnick December 13, 2022
Customer onboarding is critical for successful adoption, revenue retention, and growth.
Blog

Unlock Loyalty Throughout The Customer Lifecycle

Mary Pilecki November 17, 2022
Loyalty marketers, the scope of your job just expanded. And before you panic, it’s a good thing. Loyalty marketers have conventionally focused their efforts on customers post-purchase: increasing customer retention, enrichment, and advocacy. But brands and customers alike have faced unprecedented challenges over the last few years, including a pandemic, supply chain issues, and social […]
Blog

Customer Trust Was Weak Across US Financial Services Brands In 2022

Alyson Clarke November 8, 2022
How well did US financial services firms rank in terms of customers’ trust in 2022? Our new research reveals the scores and rankings of 54 US brands across auto and home insurance, banking, credit card issuers, and investment firms, analyzed as part of Forrester’s US Financial Services Trust Index, 2022. Overall, customer trust was relatively […]
Blog

Australians’ Laid-Back Reputation Hides The Truth About Our Ability To Trust

Jinan Budge October 30, 2022
People are hardwired to trust other people and, by extension, the organizations they engage with. As an organization, your success or failure at earning and keeping trust ultimately determines not only the fate of your relationship with customers, employees, and partners but the future prospects of the organization itself. But few business, political, or technical […]
Blog

How Exploration Drives Breakthrough Digital Business Strategies

Peter Wannemacher October 26, 2022
A confluence of factors makes digital business inherently fast-moving. Systems of exploration can help digital business strategies evolve and drive growth. Learn more.

Build An Engine Of Customer Loyalty - And Revenue

Read our report to learn how to build customer loyalty, brand equity, and revenue with a B2C customer-obsessed growth engine.

Blog

Changing Your Loyalty Program? Here’s What To Consider

Mary Pilecki October 25, 2022
Today, brands leverage loyalty programs to acquire and retain customers, particularly those they lost during the height of the pandemic. But loyalty programs are a symbiotic relationship: Consumers look to programs for better experiences and cost savings, especially in light of the current economic crisis. As both customer and business needs change, programs are evolving […]
Video

Predictions 2023: A Metaverse + NFT Winter Will Cool Market Hype

J.P. Gownder October 25, 2022

Blog

Prescription For The Future: Acute Home Care Is The Best Medicine For US Hospitals

Natalie Schibell October 10, 2022
Fueled by the pandemic’s necessity for virtual care, acute home care models are gaining momentum. Unlike preestablished care delivery models, acute home care incorporates value-based care at its core, allowing hospitals to optimize the management of clinical practices.
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