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  • Report Use Social To Bridge The Gap Between Marketing And Customer Service

    January 31, 2017 | Erna Alfred Liousas, Ian Jacobs

    Organizational silos impede customer obsession but are hard to dismantle. Read this report to learn how improvements in Twitter and Facebook Messenger's capabilities create a unique opportunity for...

  • Report The State Of Consumers And Technology: Benchmark 2013, Europe

    European Consumer Technographics®
    May 19, 2014 | Reineke Reitsma

    This report is our annual overview of European consumers' behaviors and technology attitudes based on Forrester's European Consumer Technographics surveys and our ForecastView data. We analyzed...

  • Report The Facebook Factor: US Online Youth

    Quantifying The Impact Of Social Networking Sites On Brand Interactions For US Online Youth
    September 19, 2013 | Gina Fleming

    It's been more than a year since Forrester published its original report on the "Facebook factor," which quantified the impact of a Facebook fan on brand interactions for US online adults, and...

  • Report How eBusiness Executives At Financial Services Firms Are Successfully Using Twitter

    Forrester Identifies Five Attributes Of Valuable Client Interactions Via Twitter
    January 27, 2011 | Brad Strothkamp, Peter Wannemacher

    Forrester measured the Twitter activity of 30 North American financial services firms. We found that successful financial services brands on Twitter are proactive, multichannel, conversational,...

  • Report How Carphone Warehouse Uses Twitter And Social Media To Transform Customer Service

    January 26, 2010 | Natalie L. Petouhoff, Ph.D.

    The Carphone Warehouse (CPW) is Europe's leading independent retailer of mobile phones and services, with more than 2,400 stores in nine countries. Because CPW's customers posted comments about...

  • Report Executive Q&A: Using Twitter For eBusiness

    Answers To eBusiness Professionals' Questions At Forrester's Consumer Forum 2009
    December 8, 2009 | Diane Clarkson, Elizabeth Stark

    Twitter — a social networking and microblogging service — was a hot topic of discussion at Forrester's Consumer Forum 2009. At the eBusiness track session "How Twitter Can Influence eBusiness,"...

  • Report Using Twitter As A Customer Service Channel

    October 14, 2009 | Diane Clarkson

    Twitter has the potential to change its users' expectations for customer service and how companies interact with these customers. Twitter's instantaneous and personal dialogue is proving to be a...

  • Report How Twitter Can Influence eBusiness

    Assessing The Twitter Opportunity For Retail And Travel eBusiness
    May 14, 2009 | Diane Clarkson

    Twitter — a social networking and micro-blogging service — is growing at an extraordinary speed. Twitter facilitates an instantaneous and informal conversation between consumers and companies. It...

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