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  • For Customer Experience Professionals

    Report

    Report How To Build Your Voice Of The Customer Program

    December 22, 2017 | Faith Adams

    Voice of the customer (VoC) programs require structure and follow-through to be effective at driving customer experience (CX) improvements. CX pros need to know how good their programs are, how...

  • For B2C Marketing Professionals

    Report

    Report Facebook Loses Ground Among US Online Youth

    A North American Consumer Technographics® Report
    December 12, 2017 | Anjali Lai

    In the race to win and sustain the attention of US youth, Facebook is falling behind. Our analysis of trended behavioral and attitudinal data reveals that young consumers increasingly engage with a...

  • For B2C Marketing Professionals

    Report

    Report Chart Your Path To Social Media Maturity

    Road Map: The Social Marketing Playbook
    December 8, 2017 | Erna Alfred Liousas

    B2C marketers should read this report to identify the key milestones required to progress beyond their current social media maturity stage and sustain that progress so the entire organization can...

  • For B2C Marketing Professionals

    Report

    Report Four Steps To Add Social To Your Marketing Strategy

    Strategic Plan: The Social Marketing Playbook
    November 29, 2017 | Erna Alfred Liousas, Melissa Parrish

    When pursuing marketing, many marketers prioritize channel decisions (e.g., "Where should my brand be on social media?") over understanding if and how they can help their consumers while meeting...

  • For Application Development & Delivery Professionals

    Report

    Report The Critical Role Of Policy In Enterprise Collaboration

    Processes: The Enterprise Collaboration Playbook
    November 28, 2017 | Art Schoeller

    A clear collaboration policy is essential for employees using customer, partner, and internal collaboration tools. While it takes a cross-organizational team to establish a collaboration policy,...

  • For B2C Marketing Professionals

    Report

    Report Build A Case To Show Social's Value To Marketing And The Entire Enterprise

    Business Case: The Social Marketing Playbook
    November 8, 2017 | Jessica Liu

    When marketers disregard crafting a strong business case for their social investments, they eventually struggle to prove social marketing's value. Creating a business case enables marketers to gain...

  • For B2C Marketing Professionals

    Report

    Report The State Of Empowered Customers And Technology: Benchmark 2017, Global

    Global Consumer Technographics®
    October 6, 2017 | Anjali Lai

    Consumer behaviors and expectations are rapidly evolving, but the rate of change differs across the globe. And while similar attitudes drive the most empowered customers, their device usage varies...

  • For B2B Marketing Professionals

    Report

    Report Hitting The Restart Button On Social Media

    Engage Buyers Across Every Stage Of The Life Cycle With New And Revised Tactics And Tools
    October 2, 2017 | Steven Casey

    After a promising start a decade ago, social media marketing is now stuck in a rut of diminished expectations. But dramatic changes in B2B buyers' behavior are reinventing social media as the...

  • For B2C Marketing Professionals

    Report

    Report Social Media Snapshot: 2017

    Consumer Technographics® Data Snapshot
    September 26, 2017 | Anjali Lai, Erna Alfred Liousas

    Despite social media's ubiquity, it continues to grow in terms of global reach, number of networks, and usage frequency. This data snapshot provides B2C marketers with an overview of the current...

  • For B2C Marketing Professionals

    Report

    Report Mine The Emotions Behind Your Consumers' Social Media Behaviors

    September 26, 2017 | Erna Alfred Liousas, Anjali Lai

    B2C marketers race to push content to social media, desperate to capture an iota of consumer attention. But this content may be hurting your brand in ways you wouldn't expect. This report applies...

  • For B2C Marketing Professionals

    Report

    Report Everyone Uses Social; Few Know If It Works

    Benchmarks: The Social Marketing Playbook
    September 20, 2017 | Melissa Parrish

    Social is no longer a new tool in the marketer's toolbox, but how brands use it is progressing far more slowly than innovations in social networks and platforms. This report reveals how B2C...

  • For B2C Marketing Professionals

    Report

    Report Q&A: Four Best Practices For Social Marketing Success

    Learn From The Hospitality Industry To Deliver Social Media Wins
    September 5, 2017 | Erna Alfred Liousas

    Each update to social media forces marketers to question priorities as they struggle with the conundrum "To adopt or not to adopt?" This report combines marketers' top social marketing questions...

  • For B2C Marketing Professionals

    Report

    Report China's Social Networks Have Room To Generate Higher Advertising Revenue

    ForecastView Document
    August 22, 2017 | Brandon Verblow

    China is the world's second-largest social advertising market, but it still trails the US by a wide margin even with recent robust growth. Marketers and publishers should read this report to...

  • For B2C Marketing Professionals

    Report

    Report Forrester Data: Social Media Advertising Forecast, 2017 To 2022 (EU-17)

    ForecastView Document
    August 22, 2017 | Brandon Verblow

    In 2016, social ad revenue in Europe exceeded the combined ad revenue of RTL Group and Mediaset Group. Marketers and media executives need to understand the dynamics driving social's rise to ensure...

  • For B2C Marketing Professionals

    Report

    Report Forrester Data: Social Media Advertising Forecast, 2017 To 2022 (US)

    ForecastView Document
    August 22, 2017 | Brandon Verblow

    In 2016, social ad revenue in the US exceeded the combined ad revenue of Disney and Time Warner. Marketers and media executives need to understand the dynamics driving social's rise and ensure that...

  • For B2C Marketing Professionals

    Report

    Report Forrester Data: Social Media Advertising Forecast, 2017 To 2022 (Global)

    ForecastView Document
    August 22, 2017 | Brandon Verblow

    In 2016, social ad revenue globally exceeded the combined ad revenue of Disney, Comcast, Fox, and Time Warner. Marketers and media executives need to understand the dynamics driving social's rise...

  • For B2C Marketing Professionals

    Report

    Report Social Technographics® Reveals Who Your Social Audience Is — And How To Approach Them

    Landscape: The Social Marketing Playbook
    August 18, 2017 | Jessica Liu, Gina Fleming

    The question for B2C marketers is no longer whether your customers use social media but how you can best use social media to interact with those customers. But how well do you know your customers...

  • For B2C Marketing Professionals

    Report

    Report How To Work With Digital Influencers

    Evaluate Influencers' Strengths And Weaknesses To Unleash Them In Valuable Ways
    August 8, 2017 | Ryan Skinner

    Digital influencers have become a hot ticket; most marketers tell Forrester they've commissioned influencers to create content for their brand. But, to put it mildly, results vary. For every...

  • For B2C Marketing Professionals

    Report

    Report Social Marketing Is A Vital Part Of Your Post-Digital Transformation

    Executive Overview: The Social Marketing Playbook
    July 28, 2017 | Melissa Parrish

    Social marketing is at a crossroads. B2C marketers intuitively know that it's working but can't articulate how. That's because too many of them launched social programs without a strategy. This...

  • For B2C Marketing Professionals

    Report

    Report You Don't Need A "Social Marketing" Strategy

    Vision: The Social Marketing Playbook
    July 28, 2017 | Melissa Parrish

    Nearly all marketers use social media, but few are able to quantify its value. In this report, we show how brands use social tactics to achieve marketing goals across the customer life cycle and...

  • For Application Development & Delivery Professionals

    Report

    Report Gain A Competitive Advantage Through Enterprise Collaboration

    Executive Overview: The Enterprise Collaboration Playbook
    July 3, 2017 | Art Schoeller

    Many of today's collaboration technology initiatives fall well short of their transformational potential. But a properly executed enterprise collaboration strategy engages employees and connects...

  • For B2C Marketing Professionals

    Report

    Report Social Livestreaming Success Requires A Video Strategy

    Don't Roll The Cameras Without A Goal, Metrics, And Worst-Case-Scenario Plan
    June 29, 2017 | Jessica Liu

    The introduction of social livestreaming video has left B2C marketers clamoring to hit the "live" button to propel their brands into the spotlight. But given its newness and unproven track record,...

  • For B2C Marketing Professionals

    Report

    Report The State Of Consumers And Technology: Benchmark 2017, US

    North American Consumer Technographics®
    June 28, 2017 | Gina Fleming

    This report is our annual overview of the impact of technology on US consumers' attitudes, behaviors, and expectations in a rapidly changing world, based on the Forrester Data Consumer...

  • For B2C Marketing Professionals

    Report

    Report Bridge The Divide Between Social Marketing And Compliance

    Social Marketing Best Practices From Financial Services, Healthcare, And Pharmaceuticals For All Marketers
    June 22, 2017 | Erna Alfred Liousas, Nick Hayes

    Adding social to your overall marketing strategy is no easy task for any company. B2C marketers in heavily regulated industries such as financial services, healthcare, and pharmaceuticals face even...

  • For B2C Marketing Professionals

    Report

    Report The Forrester Wave™: Social Media Management Solutions, Q2 2017

    The 10 Leading Vendors Supporting Enterprise Social Marketing
    June 12, 2017 | Erna Alfred Liousas, Jessica Liu

    In our 32-criteria evaluation of social media management solution providers, we identified the 10 most significant ones — Facelift, Hootsuite, Lithium Technologies, Oracle, Percolate, Salesforce,...

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