Forrester's Customer Insights

SEPTEMBER 9, 2019

I’m Steph, the newest member of Forrester’s B2C martech research team. I’ve been at Forrester for four years, first as a research associate and most recently as a researcher on the B2C marketing […]. Do you work with marketing resource management (MRM) or mobile engagement automation (MEA) tools? If yes, I want to hear from you!

B2C 41

B2C Marketing Engagement Management 41

Experience Investigators by 360Connext

JUNE 13, 2023

For instance, Microsoft has a dedicated CX Center of Excellence, which plays a crucial role in transforming their customer interactions. The center spearheads initiatives to gain deeper customer insights and works closely with other departments to implement these insights.

Customer Experience 162

Customer Experience Chief Customer Officer Culture Customer Centricity 162

Forrester's Customer Insights

JUNE 3, 2016

We're struggling to get our business and operational areas to take action on insights - heck, sometimes we don't even know what happens to the insights we provide. We're struggling to get our business and operational areas to take action on insights - heck, sometimes we don't even know what happens to the insights we provide.

Insights 29

Insights Customer Insights 2015 2016 29

One Millimeter Mindset

SEPTEMBER 24, 2018

When your sales CRM tells you what the next step to close the customer should be, do you ever ask yourself whether this step makes sense? Based on the quality of customer insights you have gleaned by going off-script in your conversations? Never miss another insightful post. At this particular time?

B2C 213

B2C Workshop Customer Retention B2B 213

Forrester's Customer Insights

MAY 29, 2019

This week, Claudia interviewed Emily Collins, principal analyst on Forrester’s B2C marketing team and an expert in loyalty, on her contributions to the 2019 B2C marketing predictions […]. Recently, we spoke to Michele Goetz about how artificial intelligence will affect retailers in 2019.

B2C 47

B2C 2019 Retail Loyalty 47

Middlesex Consulting

MAY 31, 2015

But what has changed now is that while the shaping of superlative experiences is now an absolute imperative in the B2C industry, the B2B industry sadly lags significantly in this respect. But, here is the interesting insight. One can make the argument that this has always been the case, and it would be right. Moving ahead.

B2C 60

B2C B2B Magazine Competitive Advantage 60

Forrester's Customer Insights

APRIL 28, 2022

The Forrester Wave™ for B2C Commerce Solutions surfaced a significant shift in the market, which we predicted but did not expect to see so quickly or so clearly.

B2C 26

B2C Marketing 2022 Omnichannel 26

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

MARCH 20, 2015

In my latest report, " B2B Loyalty, The B2C Way ," I explore how B2B companies can use consumer loyalty principles to deepen their business relationships. Looking past rewards, they specifically stand to benefit from three core tents of loyalty embraced by successful B2C loyalty marketers: Read more Categories: B2B marketing.

B2C 46

B2C B2B Loyalty Loyalty Programs 46

Forrester's Customer Insights

JUNE 27, 2022

For B2C marketers, first-party data is a lot like “Zoolander’s” Hansel: “so hot right now.” Facing massive headwinds amid data deprecation, marketers want to capture zero- and first-party data from customers and build direct relationships.

B2C 49

B2C 2022 Marketing Customer Relationship Management 49

Forrester's Customer Insights

SEPTEMBER 11, 2020

Over the next decade, four factors will fundamentally drive how firms must evolve to meet consumer buying demands. Start exploring them.

B2C 58

B2C Consumers Customer Relationship Management Customer Relationships 58

Forrester's Customer Insights

NOVEMBER 18, 2020

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

2021 50

2021 B2C Marketing Healthcare 50

Forrester's Customer Insights

APRIL 15, 2024

Learn the five most common barriers impeding widespread customer adoption of sustainable offerings and how to encourage sustainable behaviors among B2C buyers.

Consumers 33

Consumers B2C Customers Marketing 33

GetFeedback

JULY 19, 2019

By next year, customer experience will outpace price and product as the most important differentiator for B2B customers. B2C customers, who already say it’s easier than ever to take business elsewhere, will follow. This is one of the reasons having a far-reaching Voice of the Customer (VoC) initiative is so important.

ROI 309

ROI Touchpoint Hotels Customer Journey 309

Forrester's Customer Insights

APRIL 5, 2021

During the 10 years I’ve been at Forrester, I’ve worn a few different hats: financial services analyst, research director for our customer insights and B2C marketing teams, and, perhaps most importantly, unofficial “snack drawer fulfillment manager” back when we were still […].

Loyalty 38

Loyalty B2C Financial Customer Insights 38

Bob Hayes

SEPTEMBER 18, 2017

Customer professionals lack proficiency in, or access to, three important data science skills: programming, mathematics, statistics. Customer professionals said their biggest roadblock was the inability of translating customer insights into business operations.

Loyalty 113

Loyalty Competitive Advantage White Paper Social Media 113

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. . B2C companies sell to consumers.

Customer Journey Mapping 195

Customer Journey Mapping B2C B2B Customer Journey 195

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2017. Here’s the […].

2017 75

2017 B2C 2016 B2B 75

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

Lumoa

MAY 5, 2022

The Benefits of a Customer Experience Strategy Customer Experience strategy gathers the threads and shows the way Five important steps for the development and implementation of CX CX in the crystal ball What is Customer Experience? CX is the customers’ experience of the product or service itself.

Customer Experience 110

Customer Experience E Commerce Consulting E-support 110

PeopleMetrics

MARCH 25, 2022

They can help you better guide your customer experience strategy , prepare for product launches, learn more about your audience—essentially any goal or initiative that would benefit from direct customer insight. But what are customer advisory boards? creating a customer advisory board to collect customer insights.

Roadmap 118

Roadmap Feedback B2B Interaction 118

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 31

Technology Marketing B2C Presentation 31

Experience Matters

JANUARY 8, 2018

The report provides insights from six winners in the Temkin Group’s 2017 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2018.

2018 58

2018 2017 B2C B2B 58

Customer Bliss

DECEMBER 13, 2016

If you’re doing everything based on silos, the end experience for your customers (and this applies in B2B and B2C) will suffer. I’ve so often seen organizations have real, legitimate work — growth goals, customer insights, etc. They’ll deflect. So you need some alignment at the top of a company.

Customer Success 0

Customer Success Customer Experience Financial Leadership 0

Experience Matters

JANUARY 9, 2017

The report provides insights from eight finalists in the Temkin Group’s 2016 CX Excellence Awards. This report has rich insights about both B2B and B2C customer experience. We just published a Temkin Group report, Lessons in CX Excellence, 2017. Here’s the […].

2017 48

2017 B2C 2016 B2B 48

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

Peter Lavers

DECEMBER 21, 2017

These blogs have generated the most engagement from my twitter and LinkedIn communities: It’s hard to believe that the Credit Crunch hit 10 years ago, and this blog considers 4 “seismic changes” that have resulted in the field of Customer Management, with versions specific to B2B and B2C. Best independent blog content.

Multi-Channel 55

Multi-Channel B2C B2B Customer Centricity 55

Forrester's Customer Insights

NOVEMBER 28, 2023

As champions of the customer, CMOs are pulled in all sorts of directions. We provided a list of 30 items in Forrester’s Q4 2023 B2C Marketing CMO Pulse Survey from which 171 US marketing […] Knowing that they can’t go it alone, we asked what areas they foresee needing the most external help with in 2024.

B2C 31

B2C 2024 2023 Marketing 31

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

DECEMBER 11, 2020

It’s time for B2B marketers to close the gaps in their customers’ digital experiences with the assistance of automated conversations created by chatbots and virtual assistants (VAs). These solutions are already popular in B2C and B2B markets, creating experiences that: Meet modern buyers’ expectations of immediacy.

B2B 67

B2B B2C Marketing User Experience 67

Forrester's Customer Insights

DECEMBER 16, 2014

For example, in May, 360buy (JD.com) -- the second-largest B2C eCommerce marketplace -- received a level-one access point on WeChat, the hottest social platform in China, but this didn''t deliver the large quantity of fulfilled mobile orders that the company expected. customer insights. Social commerce. social analytics.

B2C 44

B2C Customer Insights Financial Insights 44

Forrester's Customer Insights

OCTOBER 4, 2022

In 2023, we anticipate that two-thirds of global B2C e-commerce will come from online marketplaces.

B2C 49

B2C E Commerce 2023 Retail 49

Forrester's Customer Insights

MARCH 21, 2023

Empowered customers expect seamless cross-channel experiences. B2C marketers must understand customers and create value exchanges in their individual moments of need. That’s a tough job if your martech ecosystem is overly complex or badly integrated – or both.

B2C 26

B2C Marketing Customer Expectations Engagement 26

Forrester's Customer Insights

MAY 20, 2019

Unprecedented Growth Chief customer officers and chief experience officers were once a small community of visionaries and practitioners pioneering customer experience (CX) across industries.

B2C 48

B2C Chief Customer Officer B2B Customer Experience 48

Forrester's Customer Insights

FEBRUARY 2, 2023

In the era of data deprecation, many B2C marketing clients are asking me “how can I get more first-party data?” or “how do I get more customers to share data with me?” It’s a valid question and a totally understandable one – a common recommendation (including from Forrester) to contend with the loss of third-party […]

B2C 26

B2C Customers Marketing Customer Insights 26

Forrester's Customer Insights

SEPTEMBER 18, 2020

One of the biggest transformations in retail that Forrester highlighted in its recent B2C buying research stream is the growth of brand manufacturers in commerce and the corresponding tension with marketplaces like Alibaba, Amazon, and others around the world. (“Brand manufacturers” are traditionally wholesale companies that distribute (..)

Events 65

Events Brands B2C Retail 65

Forrester's Customer Insights

JUNE 17, 2020

The ancient Chinese curse “May you live in interesting times” might be neither ancient nor Chinese, but it’s wholly applicable to 2020. Words and phrases like “unprecedented” and “the new normal” are, well, the new normal as infection and social unrest sweep the globe.

B2C 47

B2C 2020 Webinar Consumers 47