49 results in Reports
 

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

Sort by:
Refine
  • Customer Experience
  • Consumer Electronics
  • Marketing Methods

Search Results

  • 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 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 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...

  • 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...

  • Report The Business Impact Of Customer Experience, 2012

    March 26, 2012 | Megan Burns

    This report outlines the business case for customer experience professionals seeking to discover the business benefits of improving customer experience in an experience-driven organization. Years...

  • 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 How Satisfied Are Spanish Consumers With Online Customer Experiences?

    June 18, 2009 | Jonathan Browne

    We asked more than 1,700 Spanish consumers how satisfied they were with their experiences on top Spanish Web sites. The majority of consumers were satisfied or very satisfied. El Corte Inglés...

  • Report How Satisfied Are Italian Consumers With Online Customer Experiences?

    June 18, 2009 | Jonathan Browne

    We asked more than 2,000 Italian consumers how satisfied they were when using top Web sites in Italy. Most consumers were satisfied or very satisfied with their experiences. eBay led in...

  • Report How Satisfied Are Swedish Consumers With Online Customer Experiences?

    May 27, 2009 | Jonathan Browne

    We asked more than 500 Swedish consumers how satisfied they were when using top Web sites in Sweden. The majority of consumers were satisfied or very satisfied with their experiences. Blocket...

  • Report How Satisfied Are Dutch Consumers With Online Customer Experiences?

    May 27, 2009 | Jonathan Browne

    We asked more than 1,000 Dutch consumers about their satisfaction with Dutch Web sites. The majority reported that they were satisfied or very satisfied with their experiences. Bol.com had the...

  • Report Defining A CPG Web Site Strategy

    Marketing Leaders Must Define Web Sites' Role In Each Brand's Marketing Mix
    May 19, 2009 | Lisa Bradner

    CPG Web sites continue to be a mecca for consumers searching for coupons and deals — and in today's economy, those activities are likely to be more popular than ever. However, many CPG Web sites...

  • Report How Satisfied Are German Consumers With Online Customer Experiences?

    May 13, 2009 | Jonathan Browne

    We asked more than 3,300 German consumers how satisfied they were when using 13 top German Web sites. The majority of consumers were satisfied or very satisfied with their experiences. Amazon had...

  • Report How Satisfied Are French Consumers With Online Customer Experiences?

    May 8, 2009 | Jonathan Browne

    We asked more than 2,500 French consumers how satisfied they were when using 15 top French Web sites. The majority of consumers were satisfied or very satisfied with their experiences. Fnac had the...

  • Report Where To Find Help For Web Design Projects, 2009

    North American Interactive Agencies Report Their Capacity, Budget, And Industry Capabilities
    May 8, 2009 | Vidya L. Drego

    Web site owners know that selecting the right Web design vendor can be a stressful and complicated endeavor. Budgets for design services are tight, but interactive design agencies are still...

  • Report The State Of Customer Experience, 2009

    Customer Experience Management Enters Into Adolescence
    April 24, 2009 | Bruce D. Temkin

    Executives have been saying for awhile that customer experience is important. Only recently, however, have many of them begun to understand its direct link with loyalty. As a result, companies are...

  • Report The Experiences That Satisfy Consumers, 2009

    US Consumers Rate Firms' Web, Phone, And In-Person Interactions
    April 14, 2009 | Bruce D. Temkin

    How well do experiences meet the needs of customers? Not very well. A survey of more than 4,500 US consumers shows a low level of satisfaction with Web, phone, and in-person interactions across 12...

  • Report How Satisfied Are UK Consumers With eCommerce Experiences?

    March 12, 2009 | Jonathan Browne

    Forrester asked nearly 3,000 UK consumers how satisfied they were when using 19 top UK eCommerce Web sites across two industries: retail and travel. On average, consumers were satisfied with their...

  • Report How Japanese Consumers Use The Mobile Internet

    March 10, 2009 | Jonathan Browne

    The mobile phone market in Japan is saturated: 96% of online consumers already own mobile phones, many of which offer Internet access and advanced capabilities. Although both men and women are avid...

  • 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 Web Site Layouts That Build Brands

    February 27, 2009 | Ron Rogowski

    Web site layouts help companies build brands by focusing attention on the content and function users need most and creating visual continuity across channels. While many firms struggle to craft...

  • Report Customer Experience Correlates To Loyalty

    Customer Experience Is Even More Correlated To Loyalty Than Last Year
    February 17, 2009 | Bruce D. Temkin

    Using data from nearly 4,700 consumer surveys, Forrester examined the correlation between the customer experiences delivered by more than 100 US firms and the loyalty of their customers. Our...

  • Report Customer Experience Best Practices From 2008 Finance And Consumer Marketing Forums EMEA

    February 3, 2009 | Jonathan Browne

    In November 2008, Forrester held concurrent forums in London for consumer marketing and financial services professionals. Leading companies and their design agencies offered insight into their best...

Content Type

Apply

Filters

Methodology

Region

Analyst