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The Retail eCommerce Playbook For 2020

The Art And Science Of Retail eCommerce

Retail eCommerce sales continue to climb, and digital business executives must check all the boxes to ensure that they're not missing either opportunities for direct online sales or ways that...

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  • Report Design Mobile Apps From The Outside In

    Policy And Procedures: The Mobile App Development Playbook
    August 7, 2012 | Mike Gualtieri

    This report outlines best practices in mobile app design that application development & delivery professionals can use to design great mobile apps. Customer expectations for mobile apps have never...

  • Report The Power Of Predictions

    Case Studies In CRM Next Best Action
    June 22, 2011 | James G. Kobielus

    Many business process pros have implemented next-best-action technologies to improve customer retention, boost upsell and cross-sell, and enhance customer experiences. Best practices for customer...

  • Report Best And Worst Of Website User Experience, 2010

    Lessons Learned From 35 Website User Experience Reviews Across Six Industries
    February 4, 2011 | Adele Sage

    In 2010, Forrester reviewed the website user experience of sites in six industries: banks (Canadian and US), discount retailers, health plans, marketing software vendors, PC laptop manufacturers,...

  • Report A Market Researcher's Introduction To The Future Of Online Customer Experience

    June 30, 2010 | Reineke Reitsma

    The types of devices people use to connect to the Web are proliferating. Portable devices are rapidly getting more powerful, and as a result, the tradeoff between mobility and capability is...

  • Report The Future Of Online Customer Experience

    It Looks Customized, Aggregated, Relevant, And Social
    January 28, 2010 | Moira Dorsey

    Forrester believes that four attributes will characterize the next phase of development of the Web. Online experiences will be: customized by the end user, aggregated at the point of use, relevant...

  • 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 A Consumer Market Researcher's Introduction To How Quantitative Research Helped Staples Build Robust Personas

    February 18, 2009 | Reineke Reitsma

    Understanding and analyzing the behavior of your company's Web site visitors should go beyond collecting and analyzing site statistics. Staples represents a best-in-class example of how...

  • Report Quantitative Research Turns Staples' Personas Into Robust Decision-Making Tools

    January 7, 2009 | Vidya L. Drego

    After redesigning its Web site in 2002 with the help of personas, office-supply giant Staples wanted to see whether its personas were still valid, whether the site was meeting the needs of users,...

  • Report Brand-Building Online Content Matters For eBusiness And Channel Strategy In A Recession

    October 8, 2008 | Henry H. Harteveldt

    eBusiness executives need all the help they can get during this economic downturn in making their online businesses more successful. When looking for opportunities to optimize sales, executives...

  • Report An Interactive Marketer's Introduction To Web Site Imagery That Builds Brands

    September 19, 2008 | Christine Spivey Overby

    Web site imagery builds brands when it is both helpful and engaging. Interactive marketers should work with their customer experience counterparts to ensure that Web site imagery supports brand...

  • Report Web Site Imagery That Builds Brands

    August 27, 2008 | Ron Rogowski

    Brand-building Web site imagery helps target users accomplish their goals while reinforcing key brand attributes. While many firms struggle to incorporate brand-building imagery on their sites, we...

  • Report Use Personas To Design For Engagement

    Highlights From A Panel At Forrester's Marketing Forum 2008
    May 8, 2008 | Vidya L. Drego

    At Forrester's Marketing Forum, we held a session with three pairs of agencies and clients that have used personas very effectively. When QVC and Critical Mass redesigned the QVC Web site to create...

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