102 results in Everything
 

Sorry — your search returned 0 results, so we expanded the date range to "All".

Sort by:
Refine
  • Consumer Technographics
  • Retail
  • North America
  • User Experience

Featured content

The Retail eCommerce Playbook For 2019

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...

Search Results

  • 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 Examining The Mobile Pathways Of US Shopping Websites

    A Forrester Data Snapshot
    June 16, 2016 | Nicole Dvorak

    Smartphone owners often navigate from one mobile destination to the next in a single session. Mobile pathways analysis explores the popular destinations customers visit right before and after your...

  • Report Mobile's Role In The Consumer's Path To Purchase

    A Technographics® 360 Report: Using Behavioral Tracking, Survey, And Online Community Data
    April 15, 2015 | Nicole Dvorak

    When they want a product or service, consumers embark on a path to purchase; they discover, explore, buy, use, ask, and engage using a multitude of touchpoints. The rise in the adoption of mobile...

  • Report Revisiting The Touchpoint-Impact Framework For 2014

    A Deep Dive Into Apparel And Personal Care Categories
    June 2, 2014 | Gina Fleming, Cory Munchbach

    Consumers connect with brands throughout the customer life cycle — they discover, explore, buy, and engage using a multitude of touchpoints. In the explore phase, consumers use a variety of...

  • Report US Retail Segmentation: Gen Y Online Shoppers

    Using Forrester Technographics® To Profile Generation Y Online Shoppers In The US
    May 19, 2014 | Martin Gill, Sucharita Kodali, Douglas Roberge

    In the US, Gen Y is a digitally savvy segment that frequently buys online through a number of touchpoints and will continue to be a core segment for US online retailers for years to come. eBusiness...

  • Report Introducing The Global Retail Segmentation

    Leverage Forrester's Global Technographics® Benchmark Data To Design Localized Retail Experiences
    January 29, 2014 | Martin Gill

    It's easy for eBusiness executives to assume that shoppers use different touchpoints the same everywhere. But the reality is that there are some significant global differences in consumers'...

  • Report Customer Life-Cycle Industry Overview: Over-The-Counter Health Products

    A Consumer Technographics® Report
    September 11, 2013 | Reineke Reitsma

    When it comes to buying health-related products, consumers take extra care to learn about the item. Although over-the-counter health products aren't generally high investments on the basis of...

  • Report Assess The Impact Of Touchpoints Along The Consumer Path-To-Purchase

    How Research Touchpoints Affect Consumer Spending
    April 9, 2013 | Cory Munchbach, Gina Fleming

    Consumers connect with brands throughout the customer life cycle — they discover, explore, buy, and engage using a multitude of touchpoints. In the explore phase, consumers use a variety of...

  • Report The Customer Experience Index, 2012

    January 23, 2012 | Megan Burns

    This report provides benchmarks of the quality of customer experience at major companies. It should be used to help customer experience professionals set goals and optimize as they transform their...

  • Report Using International Shipping To Reach Online Shoppers Around The Globe

    How US Online Retailers Can Extend Their Offerings To Consumers Abroad
    August 5, 2011 | Zia Daniell Wigder

    Given that online retail growth rates remain higher outside the United States than within, eBusiness executives are increasingly looking to tap into online buyers in other markets. The lowest-cost...

  • Report How To Tap The Australian Market

    Key Considerations For International Online Retailers
    June 29, 2011 | Steven Noble

    International online retailers are targeting Australia because its economy is strong, eCommerce is booming, and the country is both familiar to Westerners and fairly easy to enter. If they are...

  • Report Why Your Call Center Needs User-Centered Design

    How Focusing On Callers And Agents Can Drive Business Results
    April 6, 2011 | Kerry Bodine

    Today, user-centered design isn't widely used to improve call center interactions. That needs to change. When applied in the call center, the core activities of a user-centered design process —...

  • Report Website Functionality Benchmark 2010: US Outdoor Outfitters

    Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Five Top Outdoor Apparel Brands
    February 17, 2011 | Patti Freeman Evans

    Forrester evaluated the websites of the five largest US outdoor retailers — Lands' End, L.L.Bean, Eddie Bauer, Orvis, and Sierra Trading Post — using our Website Functionality Benchmark (WFB)...

  • Report A Market Researcher's Introduction To The Future Of Online Customer Experience

    June 30, 2010 | Reineke Reitsma

    The types of devices people use to connect to the Web are proliferating. Portable devices are rapidly getting more powerful, and as a result, the tradeoff between mobility and capability is...

  • 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 The Future Of Online Customer Experience

    It Looks Customized, Aggregated, Relevant, And Social
    January 28, 2010 | Moira Dorsey

    Forrester believes that four attributes will characterize the next phase of development of the Web. Online experiences will be: customized by the end user, aggregated at the point of use, relevant...

  • 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 Customer Experience And Loyalty: A Closer Look

    Impact Of Usefulness, Ease Of Use, And Enjoyability Differs Across Industries
    March 6, 2009 | Bruce D. Temkin

    Forrester examined the correlation between customer experience and loyalty across 12 industries: airlines, banks, cell phone service providers, credit card providers, hotels, insurance firms,...

  • Report The Tasty Opportunity For Restaurants Online

    Online Ordering Has Clear Benefits, But Execution Needs Help
    February 12, 2009 | Sucharita Kodali

    Despite only a few restaurants having Web ordering capabilities, nearly one in three US Web buyers say that they have ordered food online, either through a PC or mobile device. Forrester believes...

  • Report How To Stimulate Consumers To Buy Online

    Making The Most Of The Internet And Offline Retail Worlds
    November 17, 2008 | Kim Le Quoc

    In the next five years, eCommerce sales will increase at a higher compounded average growth rate (CAGR) than in-store sales — recession or no recession. However, the Internet affects more than just...

  • Report Must-Haves For Manufacturer Web Sites

    A Joint Study With Channel Intelligence Highlights A Critical Stop On The Customer Purchase Path
    July 26, 2007 | Sucharita Kodali

    Consumer-facing manufacturer Web sites play a significant role in online and offline transactions, and they influence or directly drive billions of dollars in sales. Forrester conducted a joint...

  • Report The Web's Impact On In-Store Sales: US Cross-Channel Sales Forecast, 2006 To 2012

    May 7, 2007 | Tamara Mendelsohn

    The Web channel is affecting stores at a growing rate as consumers embrace the benefits of the Internet and incorporate it into their lives and shopping habits. Forrester estimates that almost $400...