Forrester eCommerce

MARCH 13, 2024

Great customer service sets companies apart. And, you leave money on the table if you don’t meet your customer’s expectations of engagement. Business and IT leaders understand the economics of great customer service, and Forrester data shows that over 70% of enterprises invest modern solutions.

Customer 417

Customer Management 417

Retail TouchPoints

NOVEMBER 5, 2024

Retailers can avoid this problem by tapping into customer authentication psychology. It’s because customers actively reject change. As a retailer, your login process affects customer behavior and loyalty. What might sound like an unlikely scenario happens all the time – a FIDO Alliance study found that U.S.

Payment Services 298

Payment Services Customer Customer Retention Retail 298

Groove

AUGUST 9, 2024

Although global product feeds have several benefits, many of our clients were looking for more customization. From promotional landing pages to unique groupings, custom product feeds can help clients reach specific audiences on unique pages across their sites. How Does It Work?

BigCommerce 327

BigCommerce Customer Information Other 327

Forrester eCommerce

SEPTEMBER 4, 2024

Recently a client asked, “What are some common mistakes that vendors make when running partner or customer advisory boards?” ” They wanted to improve their advisory board experience and were looking for tactical help. Advisory board programs fall short […]

B2B 284

B2B Customer Operations Improvements 284

Retail TouchPoints

JULY 25, 2024

According to a study commissioned by AI voice solution Tenyx and conducted by Centiment, seven out of every 10 consumers are frustrated with current virtual agents, and 55% of respondents said they would either stop doing business or go with a different company if faced with the automated customer service technologies in use today.

Customer Retention 338

Customer Retention Customer Technology Consumer 338

Forrester eCommerce

MAY 14, 2024

One of my sessions introduced the Forrester Customer-Led Sales Growth Model, which was a perfect way to summarize my views on […] Last week I presented at my 10th, and final, Forrester B2B Summit North America. I say final not because the event is ending, but because I’m retiring from Forrester in June of this year.

B2B 273

B2B Customer Presentation Events 273

Retail TouchPoints

JULY 12, 2024

There are two types of customers: those who buy and those who keep coming back. On the other hand, traditional retailers must reinvent their playbook to keep up with a customer experience driven by tech that evolves quickly enough to meet consumers’ rising expectations.

Customer Loyalty 286

Customer Loyalty Customer Shipping Costs Shipping 286

Forrester eCommerce

NOVEMBER 18, 2024

So, perhaps I can be forgiven for channeling Jerry Maguire and George Constanza when I think about the key takeaways from the latest Customer Feedback Management Solutions Wave™. My conversations with the customer references for the nine vendors included in this Forrester […]

Management 195

Management Other Customer Reference 195

Forrester eCommerce

FEBRUARY 28, 2024

Today, customer success platform vendors Totango and Catalyst announced their intention to merge. This is perhaps the start of an acquisition trend that Forrester predicted last year.

Customer 394

Customer Marketing B2B Customer Experience 394

Forrester eCommerce

MARCH 31, 2023

Customer obsession starts with deeply understanding your customers’ needs and flows through to aligning your business operations to serve them profitably.

Customer 369

Customer Operations Customer Experience 369

Forrester eCommerce

MAY 20, 2024

No regulation was designed to ruin the customer experience, yet poor experiences in regulated industries abound. At CX Summit North America, we'll explore how leading organizations are navigating these challenges.

Customer Experience 448

Customer Experience Customer Financial Services Banking 448

Groove

JUNE 17, 2024

Developers can find this tool within a Code Editor to add more advanced customizations and features. As a HubSpot Diamond Agency Partner , our development team has helped multiple clients create custom COS templates for their brands. Adding Tokens & Tags What are tokens and tags, you ask?

Customer 324

Customer Reference Document Blog 324

Retail TouchPoints

OCTOBER 16, 2024

As commercial real estate costs rise and ecommerce continues to challenge physical retail stores, it is increasingly important to invest in thoughtful custom lighting designs. Bright, warm lighting is often used to create an inviting atmosphere, encouraging customers to linger and explore.

Customer 258

Customer Retail Leisure Consumer 258

Retail TouchPoints

SEPTEMBER 17, 2024

Customers will now be able to earn Stitch Fix credit for “gently worn” apparel items they give back to the brand via ThredUp ’s Resale-as-a-Service (RaaS) functionality. Earlier this month , Stitch Fix reimagined its brand and customer experience following several years of weak sales and a shrinking customer base.

Shipping Labels 290

Shipping Labels Customer Merchant Services Accessories 290

Retail TouchPoints

SEPTEMBER 24, 2024

Through the remainder of 2024 and into 2025, Kay Jewelers plans to enhance its retail store design and customer experience. That authenticity and rawness are the elements that Kay is celebrating in our brand evolution.

Jewelry 289

Jewelry Customer Customer Experience Operations 289

Retail TouchPoints

SEPTEMBER 11, 2024

Analyzing customer data to predict future purchases can be hard. And it doesn’t help that most companies focus far too often on preference data to anticipate what customers will want next. They analyze their custom-made dashboards, seeking insights that will drive purchase behavior. They talk about hyperpersonalization.

Customer 270

Customer Shopping Carts Social Media Recommendation 270

Retail TouchPoints

SEPTEMBER 12, 2024

Associated Food Stores (AFS), a wholesaler and cooperative serving nearly 450 supermarkets in the Intermountain West region, has adopted customer engagement, personalization and analytics solutions from Birdzi. Additionally, the Birdzi analytics suite can provide customer behavior and campaign performance insights.

Customer 276

Customer POS Operations Marketing 276

Forrester eCommerce

OCTOBER 9, 2024

Nearly all CX measurement and VoC efforts use customer surveys. Obvious costs include the budget for a tech vendor you use to send and analyze surveys or incentives for customers. They arise when surveys: Squander customers’ […] But your surveys are costlier than you think.

Customer 195

Customer 195

Forrester eCommerce

OCTOBER 8, 2024

The Forrester State of Customer Obsession 2024 survey data shows a common thread among B2B companies that reach the highest level of customer obsession. They commit to putting the vision into action, and never stop.

B2B 221

B2B Customer Customer Experience Marketing 221

Forrester eCommerce

NOVEMBER 7, 2023

In the ever-evolving tech and economic landscape of 2023, this has become the battle cry of beleaguered customer success professionals around the globe as they attempt to scale their function. “Do more with less.” But it isn’t so much about doing more with less: It’s about shifting the perspective on how to provide value to […]

Customer 395

Customer 395

Forrester eCommerce

AUGUST 19, 2024

When successful customers share their experience with your company, they support your brand, reach, and reputation. To ensure those successful customers are ready, willing, and able to provide references and success stories to support your brand, invest in strategic customer advocacy.

Customer 259

Customer Reference Customer Experience B2B 259

Forrester eCommerce

OCTOBER 30, 2023

Have you ever heard a leader of a successful business proudly announce that they don’t much care about understanding their customers’ needs? The data from Forrester’s recent report, The State Of Customer Obsession In B2B, 2023, is clear on the value of knowing what drives your customers. Yeah, me neither.

Customer 444

Customer B2B Operations Marketing 444

Retail TouchPoints

SEPTEMBER 9, 2024

Brands constantly fight for customer attention, loyalty, and ultimately a slice of their wallets. From Bland to Captivating: The Allure of Gamification Imagine a customer walking into your store, not just browsing products but actively engaging with your brand through a fun, interactive experience.

Customer 263

Customer Retail Social Media Games 263

Forrester eCommerce

JULY 28, 2024

Erfahren Sie, warum die Vermengung von Customer Journeys mit Lebenszyklen, Prozessen oder Kampagnen Ihr Unternehmen daran hindert, die Kundenperspektive zu verstehen, die Erfahrungen Ihrer Kunden verschlechtert und den Erfolg Ihres Unternehmens untergräbt.

Customer 243

Customer Customer Experience 243

Forrester eCommerce

SEPTEMBER 13, 2023

During my freshman year of college, I took a required seminar on Western civilization. Having only attended public school with traditional instruction formats, I was confused and then deeply concerned by sitting around a table with 12 classmates and the professor, discussing the classic books assigned.

Seminar 447

Seminar Customer Books Marketing 447

Retail TouchPoints

APRIL 22, 2024

In the not-so-distant past, customer experience (CX) was a straight line — a predictable journey from point A (the customer’s question) to point B (the company’s answer). AI enables engagement with customers in more dynamic and intuitive ways. Non-linear service powered by AI enables flexibility.

Customer Experience 330

Customer Experience Arts Customer Telecommunications 330

Retail TouchPoints

AUGUST 1, 2024

Listening to our customer and inspiring her with everyday essentials and must-have items of the season is at the core of everything we do,” said Bonita Price, SVP of Merchandising at Family Dollar in a statement. Parent company Dollar Tree has had concerns about the performance and future of the Family Dollar banner for several months.

Customer 264

Customer Other Retail Customer Experience 264

Retail TouchPoints

JULY 19, 2024

“We see an opportunity to disrupt a traditional process to deliver unique value to both merchants and customers,” said Katie Pridham, Chief Commercial Officer at Reshop in a statement. With Reshop, customers can receive instant refunds — offering them greater flexibility, control and confidence to shop again right away.

Merchant Services 263

Merchant Services Customer Payment Services Fashion 263

Forrester eCommerce

FEBRUARY 24, 2021

Our research shows that Customer Experience (CX) leaders grow revenue faster than CX laggards, cut costs, reduce risk, and can charge more for their products. Forrester’s CX Index methodology measures how well a brand’s customer experience strengthens customers’ loyalty. We can measure this.

Customer Experience 517

Customer Experience Customer 517

Forrester eCommerce

JUNE 18, 2024

Scores for Canadian companies are at their lowest point since Forrester’s Customer Experience Index (CX Index™) began. Read a few of the key findings from our Canada rankings report.

Customer Experience 345

Customer Experience Customer Customer Loyalty Consumer 345