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  • 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 Customer Experience Professionals

    Report

    Report The Canada Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience
    August 28, 2017 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 192 brands across 18 industries in the Canada CX Index...

  • For Customer Experience Professionals

    Report

    Report The US Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience
    August 1, 2017 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 314 brands across 21 industries in the US CX Index. We...

  • For B2C Marketing Professionals

    Report

    Report Industry Nuances In US Loyalty Program Engagement, Attitudes, And Expectations

    A Technographics® 360 Report Using Survey And Qualitative Data
    October 27, 2016 | Anjali Lai

    Loyalty programs are everywhere, and US online consumers belong to many of them. But not all rewards programs are considered equal in their minds. This report applies Forrester's Technographics 360...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Brief: Hotels Differentiate With Mobile Moments

    Smart Hotels Are Crafting High-Value Mobile Moments Throughout Their Customers' Journeys To Create Competitive Advantage
    October 12, 2016 | Xiaofeng Wang

    Mobile is changing travelers' behaviors and expectations worldwide, making mobile moments the next battlefield for hotels. While Chinese travelers are rapidly embracing mobile moments delivered by...

  • For Customer Experience Professionals

    Report

    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...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report How To Design Internet-Of-Things Engagements In Retail, Hospitality, And Travel

    Build IoT Engagements With The Customer-Obsessed Transparency Framework
    August 17, 2016 | J. P. Gownder, Adam Silverman

    Retail, hospitality, and travel firms have begun to invest in, test, and implement internet-of-things (IoT) projects. But IoT opens up numerous privacy concerns for customers while also potentially...

  • For Customer Experience Professionals

    Report

    Report The US Customer Experience Index, 2016

    July 18, 2016 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? We reveal the top performers in the US as well as the specific brands that you need to beat to take over...

  • For B2C Marketing Professionals

    Report

    Report Case Study: InterContinental Hotels Group Applies Context To Email

    December 16, 2015 | Rebecca McAdams

    Hosting 130 million guests every year across a family of hotel brands and more than 4,900 hotels in nearly 100 countries around the world, InterContinental Hotels Group (IHG) is focused on...

  • For Customer Experience Professionals

    Report

    Report The US Customer Experience Index, Q3 2015

    Benchmarking The US Brands That Create The Most Loyalty With Their Customer Experience
    October 5, 2015 | Megan Burns

    Forrester's Customer Experience Index (CX Index™) helps customer experience (CX) professionals understand the ups and downs of CX quality over time. The CX Index franchise scores more than 900...

  • For Customer Experience Professionals

    Report

    Report Brief: Loyalty Program Members Give Brands Higher Customer Experience Index Scores

    August 7, 2015 | Megan Burns, Corey Stearns, Samantha Ngo

    Many loyalty programs include perks that are designed to give a firm's best customers a differentiated experience. But do they deliver? In this brief, we answer that question by comparing the...

  • For Customer Experience Professionals

    Report

    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...

  • For Customer Experience Professionals

    Report

    Report The US Customer Experience Index, Q1 2015

    Benchmarking The US Brands That Create The Most Loyalty With Their Customer Experience
    April 20, 2015 | Megan Burns

    Three-quarters of companies want to improve their customer experience (CX) in 2015. Forrester's first US Customer Experience Index (CX Index™) benchmark of 2015 sets the baseline that will tell 299...

  • For Application Development & Delivery Professionals

    Report

    Report Moment-Of-Truth Best Practices In Retail And CPG

    February 17, 2015 | George Lawrie

    Application development and delivery (AD&D) professionals have heard how mobile moments transform customer experience and how micro moments — critical windows of opportunity — are the next frontier...

  • For Customer Experience Professionals

    Report

    Report The Business Impact Of Customer Experience In China, 2014

    September 19, 2014 | Samantha Jaddou

    Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and customer loyalty. We built three models to estimate the impact that customer...

  • For CMO Professionals

    Report

    Report Digital Experiences Help Build A Resonant Hotel Brand

    Technographics® TRUE Brand Compass: Hotels
    July 28, 2014 | Tracy Stokes

    Chief marketing officers (CMOs) have a steep hill to climb to earn consumer brand preference, referral, and pricing power. In the hotel industry, strong brand resonance will be crucial as consumers...

  • For Customer Experience Professionals

    Report

    Report Case Study: Best Western Great Britain Wins Validation For Customer Experience Strategy

    July 9, 2014 | Deanna Laufer

    In 2010, Best Western International in Great Britain was a midmarket brand struggling to stand out in a sea of budget hotels and prove its value to customers. Partnering with customer experience...

  • For Customer Experience Professionals

    Report

    Report Case Study: How Hampton Hotels Built And Sustains Its Customer-Obsessed Culture

    July 3, 2014 | Samuel Stern

    In 2005, the Hampton hotel brand embarked on a culture transformation intended to differentiate its hotels from competitors by delivering superior guest experiences. Along the way, the team at...

  • For Security & Risk Professionals

    Report

    Report Brief: FTC Vs. Wyndham Ruling Further Solidifies The FTC's Role In US Data Security

    Firms Find Themselves In The FTC's Crosshairs By Violating Basic Security Principles

    Security and risk (S&R) professionals: If the US Federal Trade Commission (FTC) was not on your radar before, it should be now. Protecting consumers and consumer privacy is one of several mandates...

  • For Customer Experience Professionals

    Report

    Report The Business Impact Of Customer Experience, 2014

    March 27, 2014 | Maxie Schmidt-Subramanian

    Years of Forrester data confirm the strong relationship between the quality of a firm's customer experience (CX) and customer loyalty. We built three simple models to estimate the impact that...

  • For Customer Experience Professionals

    Report

    Report The Customer Experience Index, France 2014

    How good is the experience at leading French companies — as rated by their consumers? This report helps answer that question by providing a benchmark of the quality of experience for 38 French...

  • For Customer Experience Professionals

    Report

    Report The Customer Experience Index, UK 2014

    March 21, 2014 | Jonathan Browne, Harley Manning

    How good is the experience at leading UK companies — as rated by their consumers? This report helps answer that question by providing a benchmark of the quality of experience for 28 UK brands...

  • For Customer Experience Professionals

    Report

    Report The Customer Experience Index, China 2014

    March 20, 2014 | Samantha Jaddou

    Forrester asked 4,500 online consumers in metro China about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on these...

  • For eBusiness & Channel Strategy Professionals

    Report

    Report Building A Digital Travel Business

    Multichannel Strategies To Better Serve The Connected Traveler
    January 29, 2014 | Martin Gill

    The act of traveling may always be immune to digital disruption, but the way in which travelers engage with the experience is ripe for digital enhancement. The Internet has revolutionized the way...

  • For Customer Experience Professionals

    Report

    Report The Customer Experience Index, 2014

    January 21, 2014 | Megan Burns

    How good is the customer experience at your company — as rated by your own customers? This report helps answer that question by providing benchmarks of the quality of customer experience for 175...

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