Forrester eCommerce

JULY 21, 2021

Collecting solicited feedback at the exact time passengers live the experience is the only way to truly assess the quality of that experience as it moves through all touchpoints of their journey. ACI and FeedbackNow are committed to enabling this so CX leaders can improve the passenger experience.

Customer Experience 307

Customer Experience Improvements Customer Management 307

Forrester eCommerce

JUNE 9, 2022

Forrester’s Customer Experience Benchmark Survey, Canada Consumers, 2022, reveals that CX quality in Canada has slipped in 2022 following several years of stability.

Customer Experience 195

Customer Experience Customer Consumer Customer Loyalty 195

Forrester eCommerce

MARCH 15, 2022

Luxury brands continue to grapple with their evolving digital go-to-market strategies in the face of ingrained traditions, placing a premium on the in-store customer experience. Year on year, Forrester’s consumer surveys show that luxury consumers are more digitally mature than their mainstream counterparts.

Customer Experience 195

Customer Experience Customer Consumer Marketing 195

Forrester eCommerce

MARCH 18, 2019

Each year, based on a survey of your customers, Forrester releases results of its Customer Experience (CX) Index. The methodology measures how well a brand’s customer experience strengthens the loyalty of its customers and ultimately drives business growth.

Customer Experience 318

Customer Experience Customer Retail Online Retail 318

Forrester eCommerce

JUNE 6, 2022

Forrester’s Customer Experience Benchmark Survey, US Consumers, 2022, reveals that CX quality in the US has fallen back to early-2020 levels, reversing gains made in 2021.

Customer Experience 195

Customer Experience Customer Consumer Customer Loyalty 195

Retail TouchPoints

DECEMBER 15, 2021

Throughout my career as a customer experience (CX) practitioner, I’ve seen brands make the same mistake time and again by believing that metrics alone improve customer experiences and loyalty. Too many organizations are content with merely managing their experiences and setting better metrics as their only North Star.

Customer Experience 306

Customer Experience Customer Improvements Social Media 306

Forrester eCommerce

OCTOBER 18, 2021

Forrester surveyed customers of the 32 of the largest and most important auto and home insurance brands in France, Germany, Italy, Spain, and the UK about the quality of their experiences as a part of our European Auto And Home Insurers Customer Experience Index, 2021.

Customer Experience 195

Customer Experience Customer 195

Retail TouchPoints

MARCH 26, 2021

At a time when brand interactions bridge both digital and physical shopping, it is increasingly important for retailers to leverage technology to improve customer experiences and create value. Here are a few examples of how technology enhances customer experience and strengthens brand value.

Customer Experience 312

Customer Experience Technology Customer Fulfillment 312

Forrester eCommerce

JUNE 23, 2020

At Forrester’s CX North America event, I delivered a session about going beyond surveys to measure customer experience (CX).

Customer Experience 293

Customer Experience Events Customer 293

Retail TouchPoints

NOVEMBER 17, 2023

The letdown customers experience when their orders don’t arrive on time, or at all, results in uncertainty and distrust that’s difficult — if not impossible — to remedy. Retailers can expect that customers will turn to other vendors; once this happens, they’ve lost both the sale and the customer’s trust and loyalty.

Shipping Costs 264

Shipping Costs Customer Experience Supplies Improvements 264

Groove

NOVEMBER 12, 2020

Make a great first impression and create a positive experience for your customers by catering to their unique needs. In this blog, we're sharing 5 tips on how to improve customer experience and turn existing customers into repeat purchasers. How To Improve Customer Experience: 5 Tips. Conclusion.

Customer Experience 249

Customer Experience Improvements Customer Social Media 249

Forrester eCommerce

APRIL 15, 2020

Getting decent survey response rates is hard and getting harder for CX professionals. That means you need to start mining other data that can give you a sense of the quality of the experiences your customers are having.

Other 378

Other Customer Customer Experience Omnichannel 378

Retail TouchPoints

SEPTEMBER 9, 2022

A recent survey reveals what will be required to steer more shoppers toward sustainable products produced in socially conscious ways. Aksoy discussed the survey results with Retail TouchPoints and shared steps the apparel industry can take to translate these significant levels of consumer interest into action. Dr. Lerzan Aksoy. “At

Apparel 336

Apparel Consumer Fashion Information 336

Retail TouchPoints

SEPTEMBER 1, 2022

Desire Company CEO Eric Sheinkop discussed the survey results with Retail TouchPoints : Retail TouchPoints (RTP): What’s the significance of the fact that so many consumers doubt influencers even use the products they’re recommending? Reach can be bought, but experience cannot , and the survey showed this.

Consumer 321

Consumer Recommendation Marketing Retail 321

Retail TouchPoints

FEBRUARY 9, 2022

Communication between your customers, employees and external stakeholders holds the power to unlock discrepancies between departments and show where your business model may have room for improvement to create a more seamless customer experience. How to Track a Customer’s Bad Shopping Experience.

Payment Services 264

Payment Services Shopping Carts Omnichannel Multi-channel 264

Kissmetrics

DECEMBER 7, 2022

You can gain practically everything you need to make your customers happy by using survey questions for market research. While there are several ways to gather customer information, customer surveys work and are one of the most effective methods to use when collecting this kind of data. Brevity is important.

Marketing 166

Marketing Information Blog Customer 166

RetailMinded

OCTOBER 17, 2024

When prospective customers browse through a retailer’s store or site, everything they look at or interact with makes up their overall customer experience (CX). Customer experience affects whether a customer will choose to buy a product from the company, but also whether they return to the store for more.

Customer Experience 52

Customer Experience Payment Services Customer Social Media 52

Wiser

SEPTEMBER 20, 2022

According to a study done by Salesforce , 84 percent of consumers say that customer experience is just as important as a company’s products and services. In fact, customer experience is one of the biggest factors that retailers have to consider. How can retailers make sure they are meeting these customer needs?

Customer Experience 148

Customer Experience Improvements Customer Retail 148

Forrester eCommerce

MARCH 23, 2020

Most engagement surveys in the industry focus on a broad set of factors set against the employee life cycle, from on-boarding to off-boarding. Our survey does. They don’t provide enough insight into employees’ daily journeys — especially how various technology-related factors affect knowledge workers’ engagement.

Other 293

Other Technology Information Customer Experience 293

Retail TouchPoints

FEBRUARY 27, 2023

Faced with inflation that remains uncomfortably high despite a series of interest rate hikes, just over half ( 51% ) of retailers are planning to raise product prices — at least slightly — this year, according to the 2023 BDO Retail CFO Outlook Survey.

Supplies 262

Supplies Retail Customer Data Technology 262

Forrester eCommerce

MARCH 25, 2020

Instead of CX surveys as usual, you need to show that you aren’t tone deaf to the unprecedented situation your customers face due to COVID-19. Read how to adjust your survey methods.

Customer 335

Customer Customer Experience Management 335

Forrester eCommerce

OCTOBER 2, 2018

Employee engagement surveys help employee experience (EX) and customer experience (CX) pros keep a pulse on how employees feel about the company and leadership, their jobs and career paths, tools and training, and their roles in delivering a great customer experience.

Customer Experience 268

Customer Experience Customer 268

Wiser

SEPTEMBER 27, 2023

Customer satisfaction surveys are an invaluable tool for businesses seeking to improve their performance and stay ahead of the curve in an increasingly competitive market landscape. These surveys provide direct insights from the very people who matter most—customers. Surveys are not just questionnaires.

Customer 146

Customer Retail Customer Retention Improvements 146

Retail TouchPoints

OCTOBER 27, 2021

But supply chain pressures and ongoing uncertainty surrounding the pandemic means that consumers are focusing less on how immersive and entertaining in-store shopping experiences are and more on how safe and efficient they are. Despite these reservations, 47% of consumers plan to shop in-store this holiday season, an 8% increase from 2020.

Consumer 264

Consumer Supplies Fulfillment Technology 264

TalkingRetail

MAY 20, 2024

PayPoint has announced the opening of its annual survey across the company’s 28,000 strong UK retailer partner network.

Retail 59

Retail Customer Experience Customer 59

RetailDive

NOVEMBER 13, 2023

Independent businesses offer a better customer experience and more unique merchandise than their larger counterparts, a new survey found.

Customer Experience 132

Customer Experience Customer 132

Forrester eCommerce

JUNE 19, 2018

Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products.

Customer Experience 230

Customer Experience Banking Customer 230

Optimizely

SEPTEMBER 11, 2018

This is exactly why you should survey your customers directly. With surveys, you can find out first-hand what buyers really and truly want from your B2C brand. Customer surveys can help you keep up with the changing needs and wants of your buyers, and adapt your marketing strategy accordingly. …and much more.

Customer 250

Customer B2C Social Media Improvements 250

Forrester eCommerce

MARCH 4, 2021

Explore what distinguishes an advanced CX measurement program and how to recalibrate your customer experience measurement strategy to achieve more.

Customer Experience 284

Customer Experience Customer 284

Retail TouchPoints

MAY 11, 2021

Does going through the returns process make customers less or more likely to shop with you again? You can achieve that by making sure that customers get proactive communications after their purchases and by putting the exchange option front and center in the returns process. Return Rate and Negative Reviews.

Customer Experience 209

Customer Experience Customer Customer Retention Books 209

Retail TouchPoints

MARCH 11, 2024

While various surveys have indicated that consumers are less loyal to brands and retailers than ever, the KCI found that consumers are starving for the community and connection that comes with belonging to a fandom.

Social Media 264

Social Media Consumer Reference Definition 264

Forrester eCommerce

JUNE 3, 2024

Our latest research, working off of Australia 2024 Customer Experience Index (CX Index™) study data, reveals that most brands and agencies in our study saw the quality of their CX either flatlining or declining. In 2024, we surveyed banking, investment, government, and, for the first time, superannuation firms.

Banking 243

Banking Customer Experience Customer Financial Services 243

Retail TouchPoints

NOVEMBER 9, 2021

In a recent survey, 42% of respondents said that it was “very important” or “somewhat important” to see personalized content , such as recommendations or offers during their visit. However, retailers are working with a dearth of explicit or implicit information on their potential customers, making “personalization” a challenge.

Customer Experience 290

Customer Experience Small Business Retail Customer Recommendation 290

Forrester eCommerce

SEPTEMBER 20, 2024

We collected the scores by asking 18,058 European banking consumers in our annual Customer Experience Benchmark Survey about their likelihood to recommend brands they interacted with […]

Banking 221

Banking Recommendation Customer Experience Consumer 221

Forrester eCommerce

JANUARY 17, 2024

We asked over 39,000 Canadian consumers in our annual Customer Experience Benchmark Survey about their likelihood to recommend brands that they interacted with in the past 12 months, using the standard NPS […]

Customer Experience 293

Customer Experience Recommendation Consumer Customer 293

Retail TouchPoints

JUNE 11, 2020

However, 65% of consumers and 79% of B2B customers find the process of researching and purchasing online to be challenging due to inaccurate search results, poor or missing imagery, lack of reviews or ratings and inflexible delivery options. Forrester conducted three online surveys for the report. UK and Germany.

eCommerce 168

eCommerce B2B B2C Toys 168

Retail TouchPoints

JANUARY 15, 2024

Within the larger global market, McKinsey estimates that the retail and CPG sectors have the most to gain from AI , with potential to harness the tech and drive huge improvements in operational efficiency as well as the customer and employee experience. But many of these tasks may just represent the low-hanging AI fruit.

Retail 312

Retail Customer Experience Technology Operations 312