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  • Webinar Test Drive! The 2018 US Mobile Auto Insurance App Industry Wave™

    August 1, 2018 | Ellen Carney, Gina Bhawalkar

    Meeting the mobile needs of auto insurance customers demands an understanding of where you — and your rivals — are now and how you’ll iterate your way to success. Starting in...

  • Report B2B CX Professionals: Find The Full Range Of B2B Customers

    October 8, 2015 | TJ Keitt

    Customer experience (CX) professionals in business-to-business (B2B) companies have a difficult task: Determine the quality of a customer's experience when the customer is actually multiple...

  • Report How Satisfied Are US Consumers With Store-To-Web Shopping?

    May 17, 2010 | Adele Sage

    Only half of consumers are satisfied with their experiences when researching apparel/footwear/accessories, consumer electronics, and wireless products and services in a store and then purchasing on...

  • Report Best And Worst Of Cross-Channel Design, 2009

    Forrester Applies Its Cross-Channel Review Methodology To 16 Major Firms
    March 6, 2009 | Adele Sage

    Forrester applied its Cross-Channel Review methodology to the experiences at 16 firms — four of the largest auto insurers, discount retailers, footwear manufacturers, and online travel agencies....

  • Report Cross-Channel Design, One Channel Pair At A Time

    Simplify Your Approach By Focusing On Pairs Of Channels
    January 21, 2009 | Adele Sage

    Consumers are moving from channel to channel, but they're not satisfied with the experiences. Since fixing broken cross-channel experiences can be overwhelming, firms should focus on improving...

  • Report How Satisfied Are Shoppers When Moving Across Channels?

    December 16, 2008 | Adele Sage

    In Forrester's 2007 Customer Experience Index, retailers nabbed four of the top five slots. But are all retail experiences created equal? Not exactly. In the categories of apparel, wireless...

  • Report How Consumers Research, Buy, And Get Service

    Preferences For Channels Differ Across Generations
    March 31, 2008 | Bruce D. Temkin

    Forrester asked consumers about the channels they use when researching, buying, and getting customer service. In-person interactions, both phone and store, dominated these activities. But consumers...

  • Report Web-Store Experiences: Electronics Retailers

    Forrester Evaluated Channel Transitions Of Four Electronics Retailers
    February 4, 2008 | Bruce D. Temkin

    Forrester applied its Cross-Channel Review methodology to the experiences at four electronics retailers — Best Buy, Circuit City, RadioShack, and Wal-Mart. While Best Buy received the top overall...

  • Report Web-Store Experiences: Department Stores

    Forrester Evaluated Channel Transitions Of Four Department Stores
    December 10, 2007 | Bruce D. Temkin

    Forrester applied its Cross-Channel Review methodology to the experiences at four department stores — JC Penney, Kohl's, Macy's, and Sears. While Sears received the top overall score, none of the...

  • Report European Car Insurance Cross-Channel Experience, 2007

    We Apply Our Cross-Channel Review Methodology To Four Car Insurance Firms
    July 19, 2007 | Craig Menzies

    Forrester reviewed four European car insurance providers — The AA and Direct Line in the UK, AXA in Germany, and Macif in France — using Forrester's Cross-Channel Review methodology. Overall, the...

  • Report Electronics Retailers' Cross-Channel Experience, 2007

    An Industry Look At Forrester's Best And Worst Of Cross-Channel Design
    June 18, 2007 | Bruce D. Temkin

    As part of an analysis of 16 firms, Forrester evaluated the customer experiences delivered by four large consumer electronics retailers — Best Buy, Circuit City, RadioShack, and Wal-Mart. Overall,...

  • Report The Enjoyability Factor

    Segmenting Consumers Based On Their Enjoyment With 14 Different Industries
    May 3, 2007 | Bruce D. Temkin

    Does enjoyment matter? Yes. We asked consumers how much they enjoy doing business with 14 different types of firms and then asked whether they would switch providers if they thought it would...

  • Report How To Design The Right Channel Mix

    Leverage Channel Strengths Based On User Behaviors And Business Goals
    April 26, 2007 | Moira Dorsey

    Customer experience professionals have a wide array of customer interaction touchpoints at their disposal. With so many options, how can they choose the best combination that drives customer...

  • Report Best And Worst Of Cross-Channel Design, 2007

    Forrester Applies Its Cross-Channel Review Methodology To 16 Major Firms
    February 16, 2007 | Moira Dorsey

    Forrester applied its Cross-Channel Review methodology to the experiences at 16 firms — four of the largest credit card issuers, consumer electronics retailers, PC manufacturers, and wireless...

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