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  • Report The Canada Customer Experience Index, 2016

    Canadian Company Scores Reveal A Year Of Stagnation
    September 29, 2016 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? In this report, we reveal the top performers in Canada and the specific brands that you must beat to...

  • Report The Canada Customer Experience Index, 2015

    Benchmarking The Canadian Brands That Create The Most Loyalty With Their Customer Experience
    June 8, 2015 | Megan Burns, Corey Stearns

    Six in 10 Canadian companies want to improve their customer experience (CX) in 2015. Forrester's Canada Customer Experience Index (CX Index™) benchmarks 194 companies that do business in Canada...

  • Report Make The Right Digital Decisions To Drive Canadian Usage-Based Insurance Sales

    Rate Reform Creates Powerful Incentive For Effective Digital Sales
    September 25, 2014 | Ellen Carney

    Canada and the US may share a border and consumer attitudes about usage-based insurance, but they don't share a common approach to the digital strategies for promoting these insurance options. With...

  • Report Profiling Brand-Loyal And Price-Conscious US Consumers

    A Technographics® Data Essentials Document
    April 17, 2013 | Reineke Reitsma

    Brand loyalty and price sensitivity guide consumers' purchasing decisions, but these qualities also create unique audiences that embody distinct social attitudes, technology engagement, and...

  • Report Brand Loyalty Isn't Enough For Products Anymore

    Product Strategists Must Build Total Product Experiences To Combat Consumers' Declining Brand Loyalty
    October 4, 2011 | J. P. Gownder

    Brand loyalty has long been a critical pillar of product strategy, but its power is in relative decline. Technology and a recessionary economy have threatened the value of brand loyalty, especially...

  • Report US And Canadian Online Business Travelers: What's The Difference?

    Profiling Business Travelers' Demographics, Online Behavior, And Device Ownership
    August 4, 2008 | Henry H. Harteveldt, Elizabeth Stark

    Because the percent of online adults who travel for business in the US and Canada is so similar — 29% and 28%, respectively — Forrester took a closer look at their similarities and differences to...

  • Report Canadian Trends In Researching And Applying For Financial Products Online

    Age, Online Tenure, And Online Activity Expose Online Applicants
    November 28, 2007 | Brad Strothkamp

    Forrester surveyed 6,004 Canadian adults to determine the Web's sales impact in 2006. Canada has been slower than the US to embrace the Web as a sales channel, and that is reflected in the...

  • Report How Canadians Rate Their Banks On Customer Advocacy

    November 15, 2007 | Bill Doyle

    Forrester's research shows that a key driver of deeper customer relationships is a trait we call "customer advocacy," the perception by customers that a firm has their best interests at heart. When...

  • Report Who's Shopping Online In Canada?

    Canadian eCommerce Adoption Remains Stagnant
    July 25, 2007 | Carrie Johnson

    Online adoption continues to build momentum in Canada, but eCommerce adoption does not: The number of Canadian consumers shopping online during 2006 remained stagnant over 2005. What's holding back...

  • Report 2007 Canadian Bank Secure Web Site Rankings

    Forrester's Competitive Site Assessment Ranks Seven Canadian Banks
    May 9, 2007 | Brad Strothkamp

    Forrester evaluated the seven largest Canadian banks (Bank of Montreal, CIBC, Desjardins, National Bank of Canada, RBC Royal Bank, Scotiabank, and TD Canada Trust) using its Competitive Site...

  • Report Canadian Online Trading Forecast: 2007 To 2012

    April 19, 2007 | Bill Doyle, Eric M. Dolan

    By 2012, Forrester expects 1.54 million Canadian households to be buying and selling investments online — a 73% increase over today. What will drive adoption? Market performance will have the...

  • Report 2007 Canadian Bank Public Web Site Rankings

    Forrester's Competitive Site Assessment Ranks Seven Canadian Banks
    April 12, 2007 | Brad Strothkamp

    Forrester evaluated the seven largest Canadian banks — Bank of Montreal, Canadian Imperial Bank of Commerce (CIBC), Desjardins, National Bank of Canada, RBC Royal Bank, Scotiabank, and TD Canada...

  • Report Understanding Travel's Technology Pessimists

    Canadian And US Leisure Travelers Who Are Averse To Using Technology In Their Travel Planning And Buying Activities
    January 18, 2007 | Henry H. Harteveldt

    Nearly four in 10 US and Canadian online leisure travelers are less than thrilled about using technology — in travel or any other part of their lives. These travelers are mainstream customers who...

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