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The SaaS Transformation Playbook For 2019

Drive Greater Speed, Innovation, And Adoption With SaaS Transformation

Companies looking to maintain their competitive edge and execute on digital transformation strategies need modern, flexible business applications. Forrester's software-as-a-service (SaaS)...

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  • 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 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 Web-Phone User Experience 2010: PC Laptop Manufacturers

    Forrester Applies Its Web-Phone User Experience Review Methodology To Four Top US Firms
    May 27, 2010 | Adele Sage

    Forrester applied its Web-Phone User Experience Review methodology to the experiences at four large PC laptop manufacturers: Apple, Dell, HP, and Toshiba. The results: Apple came out ahead, but the...

  • Report What Consumers Do When They Can't Complete A Goal In Their Channel Of Choice

    April 9, 2010 | Adele Sage

    Forrester asked US consumers what they did after their first channel of choice — either Web or phone — failed to provide the information they needed. Our data shows that among those who stayed with...

  • 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 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 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 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 Best And Worst Of Email Interaction Design, 2008

    Forrester Applies Its Email Interaction Review Methodology To 16 Major Firms
    October 14, 2008 | Adele Sage

    Forrester applied its Email Interaction Review to the email interactions of 16 firms: four each of the largest airlines, banks, department stores, and MP3 player manufacturers. None of the 13...

  • Report Case Study: How Monster Puts UX At The Heart Of Its New Global Product Development Strategy

    August 26, 2008 | Marta Baigorri

    In the past eight years, Monster has expanded into more than 50 countries on four continents through an aggressive acquisition program. Even as Monster focused on platform integration, go-to-market...

  • Report Best And Worst Of Phone Self-Service Design, 2008

    Forrester Applies Its IVR Review Methodology To 16 Major Firms
    August 15, 2008 | Adele Sage

    Forrester applied its IVR Review methodology to the phone self-service experiences at 16 firms — four each of the largest airlines, banks, department stores, and MP3 player manufacturers. Among the...

  • Report Wireless Carrier Relationships Differ Across Ethnic Groups

    July 23, 2008 | Bruce D. Temkin

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

  • 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 The State Of Service Provider Customer Service

    Improve Service — And Reduce Churn — By Looking To Other Industries
    March 31, 2008 | Chris Townsend, Sally M. Cohen

    Service providers of all types — cablecos, telcos, satellite companies, and mobile carriers — face a mounting dilemma: The number of services that they offer is on the rise, resulting in...

  • 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 The Strength Of Customer Relationships

    Examining Consumer Loyalty To 112 Companies Across Nine Industries
    February 21, 2008 | Bruce D. Temkin

    How loyal are consumers? We examined this question by asking nearly 5,000 US consumers about their intentions for doing business with 112 firms across these nine industries: banks, credit card...

  • 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...

  • Report Wireless Carrier Cross-Channel Experience, 2007

    An Industry Look At Forrester's Best And Worst Of Cross-Channel Design
    July 18, 2007 | Vidya L. Drego

    As part of an analysis of 16 firms, Forrester evaluated the customer experiences delivered by four large wireless carriers: Cingular (now AT&T), Verizon Wireless, Sprint, and T-Mobile. Overall, the...

  • Report Japanese Companies Put Mobile Phones At The Center Of Multichannel Experiences

    May 17, 2007 | Jonathan Browne

    The mobile phone is an essential part of Japanese consumers' lives that goes beyond voice and email capabilities. Japanese companies drive traffic to phones from offline media and PC Web sites,...

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