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For Customer Experience Professionals

Utility And Emotion Drive Amazon's Global Appeal

A Technographics® 360 Report: Using Survey, Qualitative, And Social Listening Data

November 13, 2015

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Why Read This Report

Whether you're a retailer or not, you're competing with Amazon. The company's approach to customer service and fulfillment is powering impressive growth across the globe and raising consumer expectations across the board. Its scores on Forrester's Customer Experience Index (CX Index™) place it among the best in class in seven markets across North America, Europe, and Asia Pacific — an unparalleled performance. This report uses Forrester's Technographics 360 methodology to reveal what drives Amazon's global appeal.

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Table of Contents

  • Utilitarian Features Set The Foundation For Amazon's Superior CX
  • Emotional Dimensions Differentiate Amazon's CX
  • How Forrester Can Help

  • Technographics 360 Delivers A Comprehensive View Of Consumers
  • Supplemental Material

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