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The Contact Centers For Customer Service Playbook For 2019

Transform The Contact Center For Customer Service Excellence

Customer service is at a tipping point. Customers contact enterprises more often and via more channels; they shift between channels seamlessly and even use multiple channels simultaneously....

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  • Report Website Functionality Benchmark 2012: US Online Grocers

    Forrester Applies Its Website Functionality Benchmark To The Sites Of Four US Online Grocery Stores
    July 26, 2012 | Patti Freeman Evans

    Forrester evaluated the grocery websites of the four most frequently used online grocers based on Forrester Consumer Technographics® data — AmazonFresh, FreshDirect, Peapod, and Safeway — using our...

  • Report Want Loyalty? Improve Your Call Center Customer Experience

    Call Center Satisfaction Ties To Loyalty Across 11 Industries
    May 13, 2011 | Kerry Bodine

    Call center satisfaction correlates with three loyalty metrics: consumers' willingness to repurchase, reluctance to switch, and likelihood to recommend. Call satisfaction also correlates highly...

  • Report Call Center Experiences Leave Consumers On Hold For Something Better

    Consumers Rate Their Satisfaction With Call Center Agent Interactions Across 13 Industries
    April 11, 2011 | Kerry Bodine

    Consumers report low satisfaction for conversations with call center agents. PC manufacturers, TV service providers, and Internet service providers receive the brunt of their ire. The good news?...

  • 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 Health Plan Customer Experience Professionals' Introduction To Making Proactive Chat Work

    November 10, 2010 | Elizabeth Boehm

    Health plan customer experience professionals are tasked with reducing administrative costs (principally by diverting calls from the call center), while driving customer satisfaction scores up....

  • Report Making Proactive Chat Work

    Maximizing Sales And Service Requires Ongoing Refinement
    June 4, 2010 | Diane Clarkson

    Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an...

  • Report Web-Phone User Experience 2010: Discount Retailers

    Forrester Applies Its Web-Phone User Experience Review Methodology To Four Top US Firms
    March 26, 2010 | Adele Sage

    Forrester applied its Web-Phone User Experience Review methodology to the experiences at the four largest discount retailers in the US: Costco, Kmart, Target, and Wal-Mart. The results: Target led...

  • Report Retailers Plan To Expand Online Customer Service Channels In 2010

    But Disconnection Between Customer Service And Brand May Spell Trouble
    March 18, 2010 | Diane Clarkson

    As eCommerce sales operations mature, we find many online executives turning more attention to online customer service. Today, email is the most commonly offered online customer service channel on...

  • Report Adding Social Media To Customer Service Initiatives Can Break Down Barriers To Change

    February 11, 2010 | Natalie L. Petouhoff, Ph.D.

    According to Forrester data, 91% of executives say that customer experiences are critical or very important to their businesses, nearly 5,000 consumers prefer better customer experiences over lower...

  • 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 Consumers Expect Poor Service Experiences

    Customer Service Expectations Across 10 Industries And Five Generations
    December 2, 2009 | Bruce D. Temkin

    Most customers say they prioritize service over price when choosing to do business with a company. But consumers expect a poor experience when trying to resolve a customer service issue....

  • Report Using Email Customer Service to Keep Customers On Your Web Site

    November 24, 2009 | Diane Clarkson

    eBusiness professionals should be focused on customers' multichannel experiences; why, then, is email customer service trapped in a silo? Email customer service habitually drives customers further...

  • 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 Enhance Your Product Strategy With Convenient Customer Service

    June 22, 2009 | Doug Williams

    Customer service has become an integral part of product strategy, and, as such, it should now be a primary concern of consumer product strategy professionals. Customer service has also grown more...

  • Report Using Channel Satisfaction Data To Build The Business Case For eBusiness

    May 26, 2009 | Carrie Johnson, Elizabeth Davis

    Forrester recently released a report showing the results of a survey of more than 4,500 US consumers and their level of satisfaction with Web, phone, and in-person interactions across 12 different...

  • Report Best And Worst Of Phone Self-Service Design, 2009

    Forrester Applies Its IVR Review Methodology To 16 Major Firms
    May 20, 2009 | Adele Sage

    Forrester applied its IVR Review methodology to the phone self-service experiences at 16 US firms — four each of the largest auto insurers, discount retailers, footwear manufacturers, and online...

  • Report Customer Service Trumps Price

    US Consumers Pick Good Customer Service Over Low Prices In 12 Industries
    May 15, 2009 | Bruce D. Temkin

    Forrester asked nearly 4,600 consumers how they choose the companies they do business with. Across all 12 industries we examined, good customer service was more important than low prices; the...

  • 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 Best Practices: Implementing Online Chat

    March 9, 2009 | Chip Gliedman

    As companies move to improve their online customer experience, many more are using text-based chat to better engage visitors to their site. But the customer service organization, in conjunction...

  • Report US Customer Service And Support Metrics, December 2008

    Benchmarking Email Response Management Best Practices
    February 13, 2009 | Zachary McGeary

    Of the 84% of sites offering email as a customer support option, only 44% provided auto-acknowledgements, according to a recent JupiterResearch WebTrack. Moreover, 81% of sites responded to email...

  • Report Department Stores' Cross-Channel Experience, 2008

    An Industry Look At This Year's Best And Worst Of Cross-Channel Design
    August 7, 2008 | Vidya L. Drego

    As part of a larger analysis of 16 firms, Forrester evaluated the cross-channel experiences of four large US department stores — JCPenney, Kohl's, Macy's, and Sears. As an industry, the department...

  • Report Retail Relationships Differ Across Ethnic Groups

    July 22, 2008 | Bruce D. Temkin

    Forrester asked nearly 5,000 US consumers about many aspects of their relationships with retailers. We examined their feedback on overall customer experience and their satisfaction with Web, store,...

  • Report How To Get Customers To Shop Online

    How Consumers Research, Buy, And Get Service
    April 16, 2008 | Carrie Johnson

    Our research still shows that despite the adoption of online transactions, consumers prefer in-store experiences over the Web when it comes to researching, buying, and getting customer service....

  • 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 Technographics® Survey Highlights: NA Customer Experience, Marketing, And Consumer Technology Online Survey, Q3 2007

    January 4, 2008 | Jacqueline Anderson

    This highlight deck reviews the key findings from the Q3 2007 Customer Experience, Marketing and Consumer Technology Online Survey. The survey covered questions given to US adults around customer...

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