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  • Report US Online Holiday Retail Forecast, 2010

    November 9, 2010 | Sucharita Kodali

    Forrester expects US holiday season online retail sales to grow 16% year over year. Consumers are showing a willingness to spend this season, with affluent consumers driving the most growth. Almost...

  • Report Experiences Across The Customer Life Cycle

    Satisfaction With Researching, Buying, Product Usage, And Customer Service
    February 11, 2010 | Bruce D. Temkin

    Forrester asked more than 4,600 US consumers about their experiences in researching, buying, and using products or services as well as with customer service interactions across 14 industries. In 12...

  • Report Consumers' Likelihood To Recommend 133 Firms

    How Likely Are US Consumers To Recommend Firms Across 14 Industries?
    February 2, 2010 | Bruce D. Temkin

    Forrester asked more than 4,600 US consumers about their likelihood to recommend 133 companies across 14 different industries. As an industry, retailers were the most recommended, while utility...

  • Report Rating Customer Service Experiences, 2010

    Consumers Evaluate Customer Service At 92 Companies
    January 28, 2010 | Bruce D. Temkin

    Forrester asked more than 4,600 US consumers about their customer service experiences with companies across 14 industries. Barnes & Noble and Kohl's received the highest rating, while Charter...

  • Report The Customer Experience Index, 2010

    Consumers Rate The Customer Experience Across 133 Large US Firms
    January 11, 2010 | Bruce D. Temkin

    Forrester asked more than 4,600 US consumers about their interactions with a variety of companies, gauging the usefulness, ease of use, and enjoyability of those experiences. Based on these...

  • Report Tactics To Attract Recession-Weary Online Buyers Around The Globe

    September 4, 2009 | Zia Daniell Wigder

    Despite early signs of a global recovery, online shoppers in all regions of the world continue to be cautious in making purchase decisions. Consumers today are visiting a variety of sites before...

  • Report Technographics® Survey Highlights: North American Technographics Post-Holiday Retail Online Survey, Q1 2009 (US)

    April 1, 2009 | Ina Mitskaviets

    This highlight deck summarizes the key findings from Forrester’s North American Technographics Post-Holiday Retail Online Survey, Q1 2008 (US).

  • Report Global Expansion Through International Shipping

    Serving Customers In International Markets From A Domestic Base
    March 25, 2009 | Zia Daniell Wigder

    With budgets squeezed in today's economic environment, many US companies are looking for low-cost options to tap into international consumer demand. International shipping provides a way for...

  • Report Technographics® Survey Highlights: North American Technographics Pre-Holiday Retail Online Survey, Q4 2008

    December 12, 2008 | Jacqueline Anderson

    This highlight deck summarizes the key findings from Forrester¿s North American Technographics Pre-Holiday Retail Online Survey, Q4 2008. This deck covers holiday shopping intentions for the...

  • Report Technographics® Survey Highlights: North American Technographics® Post-Holiday Retail Online Survey, Q1 2008

    March 13, 2008 | Jacqueline Anderson

    This highlight deck summarizes the key findings from Forrester¿s North American Technographics® Post-Holiday Retail Online Survey, Q1 2008. This deck covers 2007 holiday shopping offline and...

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