Forrester's Customer Insights

APRIL 9, 2018

In 2010, Apple ranked as the 17th most valuable brand in the world. Since 2010, Apple’s brand value has increased at a compound annual growth rate of 36%, while the entire “brandscape” has grown […]. Do you want to be like Apple? Just three years later, it had garnered the top spot and has remained there.

Brands 38

Brands 2010 Brand Values Advertising 38

Lumoa

MARCH 20, 2018

The situation when B2B CX was very distant from B2C CX has been rapidly changing. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers. b2c customer experience B2C Customer Experience refers to how a B2C customer perceives his buying experience and further interactions with your company.

Definition 64

Definition Net Promoter Score Customer Experience CEM 64

Confirmit

MARCH 12, 2019

This year there was a lot of emphasis on engaging with customers across both B2B and B2C markets, including gamification, brand value, social media and more. All of which are a huge issue for CX teams too – and in many companies, marketing is the home of CX.

Insights 56

Insights B2C Events Social Media 56

Experience Matters

JANUARY 9, 2017

This report has rich insights about both B2B and B2C customer experience. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. Here’s the […].

2017 75

2017 B2C 2016 B2B 75

Experience Matters

JANUARY 19, 2016

This report has rich insights about both B2B and B2C customer experience. The report provides insights from eight finalists in the Temkin Group’s 2015 CX Excellence Awards. The report, which is 100 pages long, includes an appendix with the finalists’ nomination forms. Here’s the executive […].

2016 74

2016 B2C 2015 B2B 74

Experience Matters

JANUARY 8, 2018

This report has rich insights about both B2B and B2C customer experience. The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms.

2018 58

2018 2017 B2C B2B 58

Experience Matters

JANUARY 9, 2017

This report has rich insights about both B2B and B2C customer experience. The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. Here’s the […].

2017 48

2017 B2C 2016 B2B 48

CX Journey

DECEMBER 18, 2014

The way customers interact with brands has drastically changed over the past few years. I like to think of the customer journey as a love story between a customer and a brand, with the following stages in their journey toward the pursuit of happiness: Acquire, Onboard, Engage, and Retain. Remember, there are two sides to this.

Customer Centricity 76

Customer Centricity Customer Experience Competitive Advantage Culture 76

ProProfs Chat

JANUARY 30, 2020

Elaborating on this maxim, I would also like to add that unhappy customers can ruin the brand value in minutes. And we all know, what goes online, reaches everyone and hampers the brand image as well. This allows you to keep customers engaged with the brand and also boosts brand loyalty. Source: IBM ) Tweet this.

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

Smith+co CX

NOVEMBER 21, 2017

As a Communications and PR Consultant in B2C and B2C markets, I have always been conscious of what can happen when a poor customer experience is the precursor to poor communications. It happens across the board - from the giant brands to the SMEs. Their communications strategy manages to dig an even deeper hole for the business.

Communication 28

Communication B2C Airlines Brand Values 28

ViiBE Blog

FEBRUARY 9, 2021

By integrating best practices from emerging field service management trends, you can enrich your company’s brand value, transforming your business into a best-in-class competitor. AR remote assistance is a tool that can be used to optimize both internal operations and B2C functions.

Management 52

Management 2021 Omnichannel Net Promoter Score 52

Forrester's Customer Insights

APRIL 1, 2024

As we reach the anniversary of Bud Light’s marketing blunder, we’ve taken a look back into what really happened to fuel the iconic brand’s crisis. In the year following Bud Light’s cancellation, the company faced material backlash from both the LGBTQIA+ and conservative communities for their transgression of core brand values. […]

Marketing 55

Marketing Brand Values Brands Advertising 55

SurveySparrow

MARCH 18, 2020

It could mean that you either step up your training, or your marketing game so that prospective clients are aware of your brand or offer better deals. You can look at revenue in so many ways, and it is a clear indicator of how your salespeople are doing, how your marketing team is faring and the kind of brand value that your company holds.

Sales 52

Sales Management Net Promoter Score NPS 52

NetBase

NOVEMBER 21, 2019

The power of capturing online insight is lost when brands do not have access to what’s informing it. Because if the accuracy of the insight gathered cannot be confirmed, it is of little value to brands. In some companies this is the case, but leading brands have adopted social listening to support a variety of functions.

Insights 40

Insights Social Media Consumers Brands 40

NetBase

NOVEMBER 21, 2019

The power of capturing online insight is lost when brands do not have access to what’s informing it. Because if the accuracy of the insight gathered cannot be confirmed, it is of little value to brands. In some companies this is the case, but leading brands have adopted social listening to support a variety of functions.

Insights 40

Insights Social Media Consumers Brands 40

Forrester's Customer Insights

SEPTEMBER 17, 2020

The relationship between consumers and businesses is undergoing a multifaceted transformation based on four factors: the economic impact of marketplaces, next-generation product experiences, consumers’ perception of brand values, and brands’ adoptions of business models.

Consumers 40

Consumers Brand Values Brands Customer Centricity 40

Kerry Bodine

JUNE 25, 2017

Branded Experience Design — August 22. Your brand is defined by the experiences your customers have from the moment they know you exist through their very last interaction with you. But many customer interactions don’t embody your organization’s brand values—and some even thwart your brand image.

Workshop 4

Workshop Customer Journey Mapping B2C Customer Journey 4