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The Retail eCommerce Playbook For 2020

The Art And Science Of Retail eCommerce

Retail eCommerce sales continue to climb, and digital business executives must check all the boxes to ensure that they are not missing either opportunities for direct online sales or ways that this...

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  • 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...

  • Report M2M Connectivity Helps Telcos Offset Declining Traditional Services

    But They Are Poorly Positioned For The Larger Value-Added Service Opportunity
    November 22, 2011 | Michele Pelino

    Telcos face increasing pressure on traditional voice revenues and seek new revenues from services leveraging existing assets. Machine-to-machine (M2M) technologies, including radio frequency...

  • Report How Satisfied Are Consumers With Web Site Experiences In 2010?

    Consumers Rate Their Satisfaction With 87 Web Sites Across 13 Industries
    June 14, 2010 | Megan Burns

    Forrester recently asked US online consumers to rate their satisfaction with Web site experiences at companies they've done business with across multiple industries. When the results were tallied,...

  • Report Who Wants Low Prices Or Good Customer Service?

    Examining Four Segments Of Consumers Across 12 Industries
    July 23, 2009 | Bruce D. Temkin

    In previous research, Forrester found that US consumers looked for good customer service more often than lower prices. To understand this dynamic in more detail, we created four segments of...

  • Report Success In Mobile Commerce Means Asking The Right Questions Now

    July 16, 2009 | Sucharita Kodali

    Forrester recently adapted its methodology for creating a successful social strategy — based on understanding people, objectives, strategy, and technology (POST) — to the mobile strategy space....

  • Report A Closer Look At Customer Experience And Loyalty

    The Correlation Between Customer Experience And Loyalty For 112 Firms
    August 4, 2008 | Bruce D. Temkin

    Forrester's previous analysis of nine industries showed that good customer experience correlates highly to loyalty — especially when it comes to consumers' plans for making additional purchases....

  • Report Telcos Should Look To Location-Based Services For Growth

    X Internet Services Will Make Location-Based Services Relevant To Firms
    July 25, 2007 | Maribel D. Lopez

    Location-based services (LBSs) are just gaining traction with firms. Industries like utilities, government, and transportation lead the charge today. In the future, more companies will embrace...

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