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
Overall Canada Customer Experience Quality Drops To A Historic Low
Scores for Canadian companies are at their lowest point since Forrester’s Customer Experience Index (CX Index™) began. Read a few of the key findings from our Canada rankings report.
Blog
Customer Experience Quality In The US Falls To An All-Time Low
US consumers' perceptions of CX quality are now at their lowest point since the inception of the Forrester Customer Experience Index (CX Index™). Read a few of the key findings from our recent report.
Blog
Loyalty Service Providers Supercharge Loyalty Strategies
The Forrester Wave™: Loyalty Services, Q2 2024 is geared toward helping loyalty marketers vet the right service provider for their brand. Read a few of the takeaways.
Blog
You Better Shape Up! Insights From Australia’s 2024 CX Index Study
Our latest research, working off of Australia 2024 Customer Experience Index (CX Index™) study data, reveals that most brands and agencies in our study saw the quality of their CX either flatlining or declining. In 2024, we surveyed banking, investment, government, and, for the first time, superannuation firms.
Blog
Can AI Improve Your Loyalty Program?
Learn about the potential of predictive AI — and, now, generative AI — in enhancing loyalty programs and strategies.
Podcast
What Motivates B2B Customers To Become Advocates?
Customer advocacy initiatives often leave a key question unanswered: How do customers benefit? On this episode of What It Means, VPs and Principal Analysts Laura Ramos and Amy Bills explain how B2B companies can get more value from customer advocacy by understanding what motivates customers to participate.
Podcast
The Trust Advantage For B2B Firms
Trust is paramount in high-stakes B2B buying relationships. How can B2B companies build and maintain trust among buyers? VP and Principal Analyst Ian Bruce explains on this episode of What It Means.
Blog
Consumer Spending 2024: What It Means For Your Brand
2023 was a confusing year: The consumers blew cold, and the economy blew hot. The recession-to-be didn’t materialize, and the economic outlook wasn’t half as bad as consumers would have you believe. Yet, notes from the post-pandemic blues keep wafting in the air no matter the macroeconomic drumbeat. This year, the economy is headed for […]
Blog
What To Do Next About Your Customer Advocacy Platform
Where does the late December acquisition of customer advocacy and community platform Influitive leave current customers? Here we provide a plan for moving forward.
Blog
2023 Canada Net Promoter Score℠ (NPS) Rankings: Industries Lose Gains Made In 2022
Forrester just published The Canada Net Promoter Rankings, 2023 report, which includes the Net Promoter Score℠ (NPS) and industry rank for 100 brands across nine industries. We asked over 39,000 Canadian consumers in our annual Customer Experience Benchmark Survey about their likelihood to recommend brands that they interacted with in the past 12 months, using the standard NPS […]
Blog
Net Promoter Score℠ (NPS) US Benchmarks, 2023: Fewer Brands Show Improvement
New analyses from Forrester’s 2023 Customer Experience Benchmark Study reveals that subdued customer advocacy continued in 2023, as fewer brands have significant improvements and more brands have significant drops in Net Promoter Score℠ (NPS) compared to 2022.
Blog
Despite Economic Headwinds, Malaysian Banks Continue To Improve CX Quality
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 […]
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Each week, the CX Cast brings you the latest news and cutting-edge tactics making waves in customer experience.
Blog
High Levels Of Trust Elude US Financial Services Firms Again
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 […]
Blog
Improve Your Loyalty Results With A Loyalty Services Provider
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
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
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.
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
Paid Loyalty Programs Pique Premium Interest
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 […]
Blog
Five Ways To Get Aboard Customer Success
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
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 […]
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