customer loyalty
Customer loyalty is incredibly valuable. It’s also incredibly difficult to foster and maintain. Read Forrester’s insights on loyalty.
Discover how Forrester supports customer experience and B2C marketing leaders.
Insights
Blog
Flexible Loyalty Technology Solutions Power Profitable Loyalty Programs
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
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. […]
CX APAC — Bold Focus
Drive success with CX and digital in 2023. Discover what to prioritize, where to invest, and what's on the cutting edge.
Blog
Order Up: Starbucks Rewards Changes Signal A Renewed Focus On Profitable Loyalty
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
Empowering your front line could unlock billions. Learn how agent empowerment and accountability drives revenue growth.
Blog
We Have Liftoff! Effective Customer Onboarding Is The Launchpad To Customer Value
Customer onboarding is critical for successful adoption, revenue retention, and growth.
Blog
Unlock Loyalty Throughout The Customer Lifecycle
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
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 […]
CX EMEA — Bold Focus
Drive success with CX and digital in 2023. Discover what to prioritize, where to invest, and what's on the cutting edge.
Blog
Australians’ Laid-Back Reputation Hides The Truth About Our Ability To Trust
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
A confluence of factors makes digital business inherently fast-moving. Systems of exploration can help digital business strategies evolve and drive growth. Learn more.
Blog
Changing Your Loyalty Program? Here’s What To Consider
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 […]
Blog
Prescription For The Future: Acute Home Care Is The Best Medicine For US Hospitals
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.
CX Can Thrive In The Downturn
CX leaders can boost their organization's economic resilience. Find out how in this complimentary report.
Blog
Clean Up Your Martech And Loyalty Tech Ecosystem
We all know that there is a big difference between working hard and working smart. And specifically for marketers, the status quo often makes working smart impossible — functional silos inhibit internal efficiencies and negatively impact the overall customer experience. Some of today’s biggest marketing silos are technology-based — different platforms for different functions. Let’s […]
Blog
Meet The Analyst Covering Design Workflow: Sheila Mahoutchian
What Topics Will You Be Covering At Forrester? I’m excited to dive deep into coverage areas revolving around design workflows, tools, and services for the customer experience (CX) function. Some buckets I hope to explore in this realm include: Design thinking in practice and how to make it accessible, specifically for collaboration teams that work […]
Blog
Running Twice As Smart: A CMO Growth Primer For An Economic Downturn
It takes all the running you can do to keep in the same place. If you want to get somewhere else, you must run at least twice as fast as that! — “Alice in Wonderland” Run Twice As Smart We sit in the penumbra of a pandemic, on the cusp of a recession. In these […]
Blog
This Back-To-School Season, Learn To Evolve Your Loyalty Strategy
Despite the heat wave across the United States, summer is quickly coming to a close. In just a few weeks, kids around the globe will be back in the classroom for a new year of learning. Loyalty marketers, you might consider joining them! Since early 2020, concerns for health and safety, supply chain issues, and […]
Blog
Retail In 2022 — Highlights From The US CX Index
Results from the US CX Index 2022 show that some retailers were able to strengthen their base of devoted (and highly profitable) customers. Learn more, and how you can do the same.
Don't Be On The Losing Side Of CX Trends
Attend our live predictions webinar for CX leaders to explore the forecasts defining 2023 success.
Blog
Emotional Quality Of Experiences: The 2022 CX Index Bright Spot
Recently Forrester released the US Customer Experience Index Rankings for 2022 and one prominent message was the fall of CX quality across industries (see Figure 1). However, it also revealed a bright spot - the emotional quality of customer experiences remains consistent. According to the Average US CX Index, 60% of customers expressed they had emotionally positive experiences compared with 62% in 2021 and 60% in 2020.
Blog
Great Balls Of Fire! Customer Engagement Is On Your CMO’s Radar
It's customer marketing’s job to track and report on value to the business. You might not have received a lot of guidance from leadership on this, especially if your organization isn’t mature in its approach to postsale engagement. Begin by understanding what matters to the company.
Blog
The Canada Customer Experience Index, 2022, Uncovers A Slip In CX Quality
Forrester’s Customer Experience Benchmark Survey, Canada Consumers, 2022, reveals that CX quality in Canada has slipped in 2022 following several years of stability.
More posts