Forrester's Customer Insights

FEBRUARY 3, 2021

Our latest update to our Digital Go-To-Market Review series for brands looks at the consumer electronics sector. Electronics store sales peaked in 2007, and since then, an ever-growing proportion of consumer electronics sales has moved online.*

Consumers 58

Consumers 2007 Marketing 2020 58

Alida

NOVEMBER 10, 2017

Which emerging technology trends will shape the business world in 2018, and how will they change consumer behaviors and expectations? For 2018, experts believe smarter, cutting-edge technology will enable companies to provide better customer experiences and get more useful insight and data. Customer experience becomes immersive.

2018 174

2018 E Commerce Retail E-support 174

Qualtrics

FEBRUARY 10, 2020

Earlier this year we launched our new conversational API to pull in insights from messaging apps. Similarly, our new integration with Adobe Launch makes it easy to launch feedback requests across your entire digital ecosystem, and see the data in real-time alongside all your customer data. XMI Customer Ratings - Overall.

2019 58

2019 2020 Feedback Insights 58

C Space

APRIL 21, 2020

The Brand Move Roundup – April 21, 2020. ” With a surge in animal fostering, adoptions and purchases has come a boom in consumer interest in pet products and services. On top of that, the platform provides its merchant partners customer insights to make more data-driven and targeted decisions. “We

2020 52

2020 Brands Hospitality Entertainment 52

Lumoa

AUGUST 23, 2021

Nothing drove this realization home harder than providing services during the incredibly difficult year of 2020 (and beyond!). New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention.

Customer Experience 94

Customer Experience Social Media 2020 Customers 94

Eptica

MARCH 4, 2020

Date: Wednesday, March 4, 2020 Author: Guest author: Shep Hyken Keep Your Customers Amazed. Published on: March 04, 2020. Author: Guest author: Shep Hyken In our latest guest post, noted customer service expert Shep Hyken explains the importance of amazement to keeping your customers happy and loyal.

2020 79

2020 Customers Blog Customer Insights 79

Alida

DECEMBER 4, 2017

When consumers think of the future, they don’t necessarily think of Cadillac. This focus on putting customers at the center of our business benefits us in several important, strategic ways: 1. What consumers see as luxurious has changed, and that perception continues to evolve. Focusing on customer experience.

Customer Centricity 170

Customer Centricity Marketing Automotive Innovation 170

Currency Alliance

JUNE 1, 2020

This isn’t just a casual observation, but a sign of a widespread consumer trend which every loyalty marketer should be thinking about. Consumers are becoming a lot more deliberate in their pursuit of pleasure – but also a lot more deliberate in other spending categories. One year ago, there might have been 2 people in 50.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

Lumoa

FEBRUARY 14, 2024

The internet has no shortage of platforms for consumers to share their unfiltered opinions about businesses. From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. What value are they delivering to their customers that your company is not?

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

delighted

JANUARY 7, 2020

This focus on customer experience is yielding some impressive returns: The XM Institute found that companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience. According to Salesforce , customer expectations are at an all-time high.

2020 40

2020 Brands Customer Experience Feedback 40

Forrester's Customer Insights

MAY 19, 2020

Even before the COVID-19 outbreak, our research showed that UK consumers were facing multiple financial challenges and were worried about their financial situation.

Financial 39

Financial Consumers 2020 Banking 39

C3Centricity

OCTOBER 16, 2019

The last quarter of any year is a stressful time indeed, but this post on actionable insights is a must-read if you want to start 2020 ahead of the competition! The topic was “Insight into Action with Impact” One of the things that I loved about the workshop was that marketing was invited too.

Insights 48

Insights Marketing Workshop Customer Centricity 48

Forrester's Customer Insights

OCTOBER 28, 2019

In an era of convenience and hyperpersonalized experiences, consumers still feel unfulfilled. Learn how marketers, tech providers, and consumers themselves will attempt to fill the void.

Consumers 35

Consumers Connections 2020 Marketing 35

Forrester's Customer Insights

FEBRUARY 2, 2021

The crises of 2020 turbocharged consumers’ technology adoption and usage. While the pace of change is impressive, consumers’ swift adaptation to life among screens is not entirely radical.

Consumers 43

Consumers 2020 Technology Customer Centricity 43

Forrester's Customer Insights

MARCH 9, 2020

To understand how Forrester’s predictions will unfold in the retail industry in 2020, my colleague Madeline Cyr and I interviewed experts within Forrester for our “Applying 2020 Predictions To Retail” series.

Retail 43

Retail 2020 Consumers Customers 43

Eptica

AUGUST 19, 2020

Date: Wednesday, August 19, 2020 Author: Steve Nattress Why listening is key to bridging the CX gap. Published on: August 19, 2020. Author: Steve Nattress Every organisation understands the importance of customer experience to engaging consumers, differentiating against competitors and ultimately growing revenues.

Net Promoter Score 82

Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

Currency Alliance

JUNE 16, 2020

While travel and retail brands have made a lot of progress in the last 24 months, the bulk of innovation has come from other consumer sectors – including media businesses, entertainment, and telecoms providers, which in recent years appeared to regard loyalty as a lost cause. So the initiative offers meaningful utility to many customers.

Magazine 52

Magazine Loyalty Innovation 2020 52

Kustomer

NOVEMBER 4, 2020

Over 80% of companies who prioritize customer experience report an increase in revenue. 2020 brought huge changes to the business world and impacted customer service and operations across the board. We’ll see businesses using chatbots to cut operational costs and streamline customer service processes. billion by 2024.

2021 140

2021 Customer Experience E-support Omnichannel 140

Forrester's Customer Insights

MAY 18, 2020

Even before the COVID-19 outbreak, our research showed that US consumers were facing multiple financial challenges and were worried about their financial situation.

Financial 30

Financial Consumers 2020 User Experience 30

Kustomer

OCTOBER 14, 2020

Even if your products or services are exceptional, if the customer experience is tainted with one poor interaction, customer loyalty can be lost. A stellar customer support strategy is meant to enhance the consumer experience as they interact with your brand. 6 Ways to Maintain a Strong Customer Service Strategy.

Customer Service Strategies 105

Customer Service Strategies Customer Service Competitive Advantage 2020 105

Qualtrics

NOVEMBER 19, 2019

When it comes to meeting the wants and needs of customers and employees, there’s an astounding disparity between how well companies think they perform and how well they actually do. These XM ( experience management ) leaders are bridging the gap and turning employees into ambassadors and customers into fanatics. Find Out More.

2020 31

2020 Management Chief Customer Officer Healthcare 31

Experience Investigators by 360Connext

NOVEMBER 8, 2022

They create a top level for Customer Experience (usually a VP of…customer experience or customer insights) and wish that leader well. Customers are willing to pay more for the experience qualities that matter most to them. ( PWC, Consumer Intelligence Series – Customer Experience ).

Customer Experience 110

Customer Experience Competitive Advantage Customer Centricity 2020 110

Forrester's Customer Insights

AUGUST 18, 2021

To help financial services firms understand where UK consumers stand on the financial well-being spectrum, Forrester surveyed 2,519 online adults in 2020.

Financial 37

Financial Consumers 2020 Customer Experience 37

Eptica

NOVEMBER 21, 2018

The key is delivering a customer experience that engages consumers and builds loyalty, particularly online. According to Forrester by 2020 almost half of global retail sales will be via the web – with $2 trillion spent via ecommerce in 2017 alone. Essentially it comes down to focusing on four key areas: 1.

Net Promoter Score 62

Net Promoter Score E Commerce Retail 2018 62

Forrester's Customer Insights

MAY 18, 2020

Even before the COVID-19 outbreak, our research showed that Canadian consumers were facing multiple financial challenges and were worried about their financial situation.

Financial 59

Financial 2020 Consumers Customer Centricity 59

Eptica

DECEMBER 11, 2019

Based on surveys with 226 UK organizations as well as interviews with 1000 consumers, this guide provides a detailed overview of the main industry trends. The world is becoming increasingly digital One in four interactions is now digital, which brings a variety of benefits for consumers and for businesses. per contact to £3.18.

2019 75

2019 Customer Service Social Media NPS 75

McorpCX

APRIL 18, 2022

Radically boost brand relevance while improving experience for your customers. According to Salesforce’s 2020 State of the Connected Customer report, nearly 70 percent of business customers and over half of consumers want companies to better understand their needs.

Customer Experience 52

Customer Experience 2020 Consumers Connections 52

Lumoa

JUNE 14, 2023

Zendesk’s research found that an overwhelming majority of consumers (nearly three out of five ) stated that quality customer service is paramount in cultivating brand loyalty. Meanwhile, 50% of consumers will likely switch to a rival after just one bad support experience. And you’re not alone in feeling that way.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

Lumoa

OCTOBER 7, 2021

As of April 2020, the best face identification algorithm has an error rate of just 0.08%. Amazon’s Assistant Browser Extension In 2020 Amazon launched a browser extension/add-on that allows users to compare product prices as they browse the internet. How can you improve the digital customer experience?

2020 83

2020 Document Feedback Social Media 83

Forrester's Customer Insights

JANUARY 6, 2020

With Holiday peak just behind us, apply lessons from 2019 for wins in 2020 (… and not just during Holiday!). Shoppers are not just looking for a good deal, they want to appease their sense of social responsibility to feel like they’re doing some GOOD with their purchase – or at least, not making it […].

Retail 52

Retail Consumers 2019 2020 52

Lumoa

JULY 21, 2022

In total, telecom providers’ revenues shrank by 2% in 2020, whereas the economic area’s gross domestic product declined by almost 8% during the same period. . There are many factors contributing to this result, but one of the most impactful may just be the change in needs and expectations from telecom’s customers. .

Customer Experience 94

Customer Experience Telecommunications CEM Net Promoter Score 94

Forrester's Customer Insights

MAY 10, 2021

It’s impossible not to see how consumers have felt the pressure of the 2020 pandemic. People have faced job losses, extended furlough, or enforced remote work while also managing home schooling, and the social (and psychological) impact of lockdowns.

2020 58

2020 Consumers Management Customers 58

2020 Research

AUGUST 29, 2022

This can be done through a branded insight community (IC). What is a Quantitative Insight Community? A quantitative insight community (IC) enables customer-centric brands to create a continuous flow of deep customer insights. How Does a Quantitative Insights Community Work?

Brands 52

Brands Banking Webinar Insights 52

Forrester's Customer Insights

MARCH 17, 2020

To understand how Forrester’s predictions will unfold in the retail industry in 2020, my colleague Madeline Cyr and I interviewed experts within Forrester for our “Applying 2020 Predictions To Retail” series. To understand the B2C marketing predictions for the year, we spoke with Forrester experts Tina Moffett and Jim Nail.

B2C 47

B2C Retail 2020 Marketing 47

Forrester's Customer Insights

JUNE 21, 2021

When the COVID-19 pandemic triggered stay-at-home orders and canceled social plans, consumers turned to online media streaming to fill the void. TV/video streaming services touted exclusive content and low prices to lure viewers, and by June 2020, 48% of US online adults had subscribed to at least one streaming service.

2020 60

2020 Consumers Advertising Customer Insights 60

Oracle

FEBRUARY 28, 2020

Gaining information from your customers about what’s working, and what’s not, is invaluable. Yet, gleaning customer insight for your business can be difficult. And worse, many methods of data collection are burdensome on consumers. There’s a lot more to learn, including: 3 CX Metrics to Live By in 2020.

Net Promoter Score 50

Net Promoter Score NPS 2003 Touchpoint 50

Education Services Group

DECEMBER 28, 2021

After 2020, we all needed a bit of a reset in 2021. Who knew Customer Success would make such an impact and grow so much these past 12 months? As we cross the finish line into another new year, CS is poised to skyrocket even further as the industry matures and more businesses harness the benefits of Customer Success.

2022 52

2022 Customer Success 2021 2020 52