Forrester's Customer Insights

SEPTEMBER 8, 2023

Inflation is rampant, and beleaguered consumers are reeling from high prices. Has The Economy Got You Down?

Consumers 54

Consumers 2023 B2C Brands 54

Forrester's Customer Insights

MARCH 11, 2024

European consumers are forming four distinct groups with regard to how their consumption habits impact both the environment and their daily lives: Country-Level Stereotypes No Longer Apply: Southern Europe Leads […]

Consumers 52

Consumers B2C Marketing Customer Experience 52

Forrester's Customer Insights

SEPTEMBER 23, 2020

If you’ve been following my blog, you’ll know that we’ve been measuring precisely how the emotional toll of the COVID-19 pandemic is influencing consumer appetite for commercial exchange — we do this by applying Forrester’s Consumer Energy Index, our data-driven framework that captures how ready and willing consumers are to reach out to brands.

Consumers 60

Consumers Measurement Blog Brands 60

Middlesex Consulting

MAY 31, 2015

Buying decisions are taken by real people whose “Thoughts, Emotions and Actions” (the “TEA” of Experience) are shaped by the experiences they go through, not just with what they encounter at their work, but significantly by the day-to-day experiences that they undergo in their own personal buying as consumers.

B2C 60

B2C B2B Magazine Competitive Advantage 60

Forrester's Customer Insights

MARCH 20, 2015

" Sure, customer loyalty programs are most frequently associated with consumer-facing rewards schemes, but earning customer loyalty is very important for B2B companies too. customer loyalty. B2B marketing Customer Insights Loyalty programs customer loyalty' Loyalty programs.

B2C 46

B2C B2B Loyalty Loyalty Programs 46

Forrester's Customer Insights

NOVEMBER 18, 2020

How should European consumer marketing leaders prepare for the coming year? 2020 has been a year of unprecedented political, social, economic, and healthcare disruption — and 2021 shows no signs of these trends slowing down.

2021 50

2021 B2C Marketing Healthcare 50

Forrester's Customer Insights

SEPTEMBER 9, 2020

Direct-to-consumer (DTC) brands are fueling disruption by radically reorienting consumer expectations. As a result of the COVID-19 pandemic, brands of all kinds are looking to shore up their own DTC efforts as more consumers seek authentic and engaging brand relationships in increasingly digital spaces.

Consumers 34

Consumers B2C Brands Engagement 34

Forrester's Customer Insights

DECEMBER 22, 2020

Since the onset of the COVID-19 pandemic in the US in March, we’ve been tracking precisely how the pandemic and related crises have taken an emotional toll on consumers by applying Forrester’s Consumer Energy Index, our data-driven framework that captures how ready and willing consumers are to reach out to brands.

Consumers 54

Consumers 2021 Brands B2C 54

Forrester's Customer Insights

MARCH 17, 2020

To understand the B2C marketing predictions for the year, we spoke with Forrester experts Tina Moffett and Jim Nail. 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.

B2C 47

B2C Retail 2020 Marketing 47

Forrester's Customer Insights

MAY 5, 2020

The COVID-19 crisis means European B2C firms are broadly in one of three response modes right now: Survivors (travel, hospitality, and some nonessential retailers) have been massively disrupted by the current lockdown.

Consumers 64

Consumers B2C Hospitality Travel 64

GetFeedback

JULY 19, 2019

When it comes to customer experience (CX) , I can think of many, many things we all know to be true. . We can all agree customers expect more of us than ever. Research reflects it, too: 76% of consumers expect companies to understand their needs and expectations. The number of insights gleaned from the data.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

Forrester's Customer Insights

MAY 6, 2024

Read Principal Analyst Emily Pfeiffer's insights on the shifts in the B2C Commerce market over the past two years.

B2C 56

B2C Insights Marketing Consumers 56

Forrester's Customer Insights

FEBRUARY 8, 2023

Consumers shared their attitudes towards subscriptions - see key highlights.

Consumers 49

Consumers B2C Retail Loyalty 49

Forrester's Customer Insights

FEBRUARY 12, 2020

As marketing clouds continue to expand, new technologies achieve mainstream adoption, and marketers double down on customer insights and personalization, the fast-paced martech space has become just as convoluted as it is critical to brands’ customer engagement success. In December, B2C […].

Technology 30

Technology Marketing B2C Presentation 30

Forrester's Customer Insights

NOVEMBER 30, 2023

With UN Climate Change Conference COP28 starting today in Dubai, increased media and activist attention on the implications of climate change is shaping consumers’ perceptions of and attitudes toward environmental sustainability.

Consumers 30

Consumers Marketing B2C Customer Experience 30

Forrester's Customer Insights

APRIL 5, 2022

As the age of misinformation and slew of dubious corporate claims threaten consumers’ trust in brands, consumers are desperate for authenticity. In our new report, The Algorithm Of Authenticity, we synthesize consumer data, industry case […].

Consumers 49

Consumers Brands B2C Communication 49

Joe Rawlinson

MARCH 14, 2018

Here are three critical reasons to be reading your customer reviews. You’ll Gain Invaluable Insight. You learn so much about both your business and your audience by reading what your customers have to say. Customer feedback can have a make-or-break effect on your business, which makes it an imperative factor to monitor.

B2C 94

B2C Customers Connections Feedback 94

Forrester's Customer Insights

JANUARY 19, 2021

For over a decade, Forrester has been measuring the drivers and implications of increasingly empowered consumers — those shoppers who eagerly experiment with new brands and products, use sophisticated personal technology, expect digital seamlessness, shrewdly navigate online information, and are motivated by high levels of self-efficacy.

Consumers 42

Consumers Measurement Technology Brands 42

GetFeedback

JANUARY 6, 2020

In this article, I’ll take a deeper dive into personas and customer feedback as it relates to B2B and B2C journey maps. What is the difference between B2B and B2C? Let’s start with some basics about what it means to be a business-to-business (B2B) and business-to-consumer (B2C) company. . Not so fast. .

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

Forrester's Customer Insights

MARCH 14, 2023

As brands contend with rising media costs, changing consumer behavior, and, for some, lackluster sales results, they continue to invest in consumer loyalty programs and technology solutions to help them engage and retain consumers. But economic uncertainty adds […]

Loyalty Programs 26

Loyalty Programs Loyalty Technology B2C 26

Forrester's Customer Insights

SEPTEMBER 16, 2020

By April of this year, an astounding 62% of US online adults had performed some kind of online transaction for the first time as a direct result of the COVID-19 pandemic — many began ordering products online for delivery, others experimented with digital payments or started banking online, and some opted to receive medical advice […].

Consumers 65

Consumers Banking Retail Customer Centricity 65

Forrester's Customer Insights

MARCH 9, 2022

Empowered customers are greener customers, and they demand sustainable brands. Unsurprisingly, European consumers lead on green adoption, while Australian and US consumers are the least green. A couple of counterintuitive facts from […].

Consumers 26

Consumers Brands Customers B2C 26

Forrester's Customer Insights

NOVEMBER 18, 2021

The value of a brand’s direct-to-consumer (D2C) digital presence goes beyond direct sales. Brands that still rely heavily on retail partners for digital sales, can still drive value from direct customer engagement. However, the benefits […].

Consumers 26

Consumers Brands Retail Customer Engagement 26

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

SEPTEMBER 29, 2022

Collecting data without infringing on consumers’ privacy and ultimately sacrificing their loyalty and trust is a new marketing imperative. Marketers must avoid regulatory fines and reputational damages and lead the conversation on consumer privacy. Data deprecation, new privacy laws, and the cookiepocalypse are coming.

Consumers 26

Consumers 2022 Loyalty Marketing 26

Forrester's Customer Insights

JUNE 10, 2020

To measure precisely what kind of emotional toll COVID-19 is taking on consumers — and how current consumer sentiment will influence imminent behavior — we are applying Forrester’s Consumer Energy Index, our data-driven framework that captures how ready and willing consumers are to reach out to brands.

Consumers 34

Consumers Measurement Brands B2C 34

Forrester's Customer Insights

MARCH 19, 2020

To measure precisely what kind of emotional toll COVID-19 is taking on consumers — and how current consumer sentiment will influence imminent behavior — we applied Forrester’s Consumer Energy Index, our data-driven framework that captures how ready and willing consumers are to reach out to brands at this moment.

Consumers 45

Consumers Measurement Brands B2C 45

Forrester's Customer Insights

DECEMBER 16, 2021

With: Melissa Chaudet As consumers, we don’t always act according to our values. Organizations should not try to make us feel guilty for that: on the contrary, they should help us overcome our contradictions and empower us to consume more responsibly. This is especially true when it comes to protecting the planet.

Consumers 26

Consumers B2C Marketing Customer Experience 26

Forrester's Customer Insights

JANUARY 29, 2019

That’s why enterprise marketing technology (martech) is melding with customer experience (CX) to deliver consistency and relevance (see Forrester’s “Predictions 2019: B2C Marketing” report). Martech is a direct line to consumer touchpoints, and marketers should embrace and leverage it to drive […].

B2C 45

B2C 2019 Touchpoint Marketing 45

Forrester's Customer Insights

APRIL 23, 2020

On the 50th anniversary of Earth Day, brands from Hyundai to SodaStream flexed their creativity to socialize messages of inspiration and optimism as the dire reality of COVID-19 continues to strain consumer well-being.

Consumers 37

Consumers Brands B2C Customer Insights 37

Forrester's Customer Insights

NOVEMBER 10, 2022

Maintaining positive brand-consumer relationships and personalizing consumer experiences takes work. In the end, you could be rewarded with long-term loyalty or you may be left with little to show for your efforts. In many ways, it’s like dating. People are wary when dates and […].

Consumers 26

Consumers Loyalty Brands B2C 26

Solvvy

AUGUST 21, 2020

Next-gen chatbots improve your customer experience. Next-gen chatbots provide support analytics and customer insights. Next-gen chatbots provide 24/7 customer support. Your website is available all the time, so customers must always be able to find answers. Next-gen chatbots are a strong investment.

Multi-Channel 62

Multi-Channel 2010 B2C Roadmap 62

Forrester's Customer Insights

AUGUST 2, 2023

Hey B2C marketers, who else is feeling the pain of: A proliferation of consumer touchpoints? B2C marketing has undergone so much change since the 2010 dawning of the age of the customer that companies have no choice but to become customer-obsessed now. Unpredictable and fast-changing macroeconomic conditions?

B2C 26

B2C Marketing 2010 Touchpoint 26

Forrester's Customer Insights

FEBRUARY 14, 2020

As consumers look to align their purchases with their principles, opportunities arise for brands — though genuine commitment is key.

Brand Values 49

Brand Values Consumers Brands B2C 49

Forrester's Customer Insights

FEBRUARY 21, 2024

Welcome to the second installment of Forrester’s Generative AI Consumer Outlook Quarterly Blog Series! With GPT-4 Turbo’s launch in late 2023, Google’s announcement of Gemini, and Microsoft Copilot’s Superbowl ad, consumers are now faced with plenty of options for consumer-facing gen AI tools. But as new […]

Consumers 55

Consumers 2024 2023 Blog 55

Forrester's Customer Insights

FEBRUARY 20, 2024

For the past few years, four forces – consumers’ dissatisfaction with invasive audience targeting, browser and operating system restrictions, legislators and de facto regulators like Apple limiting consumers’ trackability, and advertisers’ ceding control to walled gardens […]

B2C 53

B2C Marketing Advertising Consumers 53

Forrester's Customer Insights

DECEMBER 18, 2020

In our recent report, “The Myth Of A World After: A European Recovery Perspective,” we outlined how B2C consumption will evolve in post-pandemic Europe. In 2020, consumers have massively and quickly shifted to more local, digital, and environmentally friendly behaviors.

Loyalty 42

Loyalty B2C 2020 Consumers 42