For Customer Experience Professionals

How Satisfied Are US Consumers With Store-To-Web Shopping?

by Adele Sage, May 17, 2010

Only half of consumers are satisfied with their experiences when researching apparel/footwear/accessories, consumer electronics, and wireless products and services in a store and then purchasing on the company's Web site. They cite common grievances like . . .

For Consumer Product Strategy Professionals

The European Three-Screen Audience Is Growing, But TV Still Reigns

A Reality Check On European Video Consumption

by Nick Thomas, April 22, 2010

While the PC has now emerged as a popular platform for video consumption among European Internet users, the TV is still the primary platform. And with mobile video still nascent, a substantial three-screen audience does not yet exist. But emerging viewing . . .

For Consumer Product Strategy Professionals

How Can European Operators Make The Most Of Mobile Marketing And Advertising?

by Thomas Husson, April 13, 2010

For years, telecom operators have bet on mobile marketing and advertising as a way to generate new revenue streams. Neither has fulfilled their initially high revenue expectations yet. Now that this niche market is gaining momentum and Google and Apple . . .

For Customer Experience Professionals

Customer Experience Index 2010: Wireless Service Providers

TracFone Wireless Leads, But Sprint Gains Significant Ground

by Bruce D. Temkin, March 17, 2010

Forrester asked more than 4,600 US consumers about their interactions with a variety of companies, scoring those experiences in three areas: meets needs, easy to work with, and enjoyability. Based on these consumer responses, we calculated Forrester's . . .

For Consumer Product Strategy Professionals

How Public Authorities Can Make The Most Of Mobile Services

by Thomas Husson, February 17, 2010

Brands and companies are not the only ones that should tap into mobile opportunities. Public authorities can use mobile to improve the quality of life of their citizens and to develop their region's attractiveness. Many local councils, regional and national . . .

For Business Process Professionals

Adding Social Media To Customer Service Initiatives Can Break Down Barriers To Change

by Natalie L. Petouhoff, Ph.D., February 11, 2010

According to Forrester data, 91% of executives say that customer experiences are critical or very important to their businesses, nearly 5,000 consumers prefer better customer experiences over lower prices, and better customer experiences drive higher . . .

For Customer Experience Professionals

Experiences Across The Customer Life Cycle

Satisfaction With Researching, Buying, Product Usage, And Customer Service

by Bruce D. Temkin, February 11, 2010

Forrester asked more than 4,600 US consumers about their experiences in researching, buying, and using products or services as well as with customer service interactions across 14 industries. In 12 of the industries, customer service had the lowest satisfaction . . .

For Customer Experience Professionals

Consumers' Likelihood To Recommend 133 Firms

How Likely Are US Consumers To Recommend Firms Across 14 Industries?

by Bruce D. Temkin, February 2, 2010

Forrester asked more than 4,600 US consumers about their likelihood to recommend 133 companies across 14 different industries. As an industry, retailers were the most recommended, while utility providers, health insurance plans, and TV service providers . . .

For Customer Experience Professionals

Rating Customer Service Experiences, 2010

Consumers Evaluate Customer Service At 92 Companies

by Bruce D. Temkin, January 28, 2010

Forrester asked more than 4,600 US consumers about their customer service experiences with companies across 14 industries. Barnes & Noble and Kohl's received the highest rating, while Charter Communications fell to the bottom. Kaiser, on the other . . .

For Customer Experience Professionals

The Customer Experience Index, 2010

Consumers Rate The Customer Experience Across 133 Large US Firms

by Bruce D. Temkin, January 11, 2010

Forrester asked more than 4,600 US consumers about their interactions with a variety of companies, gauging the usefulness, ease of use, and enjoyability of those experiences. Based on these consumer responses, we calculated the Customer Experience Index . . .

For Market Research Professionals

The State Of Consumers And Technology: Benchmark 2009, Canada

A Life Stage Analysis Of The Canadian Benchmark Survey

by Charles S. Golvin, Jacqueline Anderson, December 23, 2009

This is a graphical analysis of the Canadian consumer market based on Forrester’s North American Technographics® Benchmark Survey, 2009 (US, Canada). It describes the current state of device and service adoption, and it provides an overview of Canadian . . .

For Market Research Professionals

Technographics® Survey Highlights: The Triple-Play Landscape In Canada

by Joost van Kruijsdijk, November 5, 2009

This highlight deck summarizes the key findings related to devices and bundling from Forrester's North American Technographics Telecom And Devices Online Survey, Q3 2009 (Canada). This is the second survey highlight in a series from the North American . . .

For Market Research Professionals

Technographics® Survey Highlights: The US Triple-Play Landscape

by Jacqueline Anderson, October 19, 2009

This highlight deck summarizes the key findings related to bundling from Forrester's North American Technographics Mobile and Telecom Online Survey, Q3 2009 (US). This is the second survey highlight in a series from the North American Technographics Mobile . . .

For Consumer Product Strategy Professionals

Phone-Based Navigation Ticks Up

by Charles S. Golvin, October 19, 2009

Earlier this year, Forrester predicted that, while a growing number of consumers would embrace navigation solutions, the phone would be the most widely used tool for navigation by 2013. Our most recent data reinforces this claim, as phone-based solutions . . .

For Consumer Product Strategy Professionals

WiMAX Services Are Both Complements To And Substitutes For Fixed Broadband

by Doug Williams, October 1, 2009

The wireless broadband technology known as WiMAX is slowly rolling out in markets around the US &mdash and consumers have no idea what it is. But that's not a problem: Despite their lack of familiarity with the technology, consumers do understand . . .

For Market Research Professionals

The State Of Consumers And Technology: Benchmark 2009, US

A Life Stage Analysis Of The US Benchmark Survey

by Jacqueline Anderson, Charles S. Golvin, September 2, 2009

This report is a graphical analysis of Forrester's North American Technographics® Benchmark Survey, 2009. It provides an overview of US consumers' demographics, behaviors, and technology attitudes by life stage. The document includes five-year forecasts . . .

For Market Research Professionals

A Deep Dive Into European Consumers' Online Behavior, 2009

Consumers' Uptake Of Social Activities Deepens Their Online Engagement

by Olesia Klevchuk, August 13, 2009

For more than 10 years, Forrester has been tracking consumers' online and offline behavior in Europe. In recent years, we've published a dedicated report about their online behavior to understand the changes in this emerging medium. This year's European . . .

For eBusiness & Channel Strategy Professionals

Air Passenger Interest In In-Flight Internet Access Grows

The Longer The Flight, The More Likely Passengers Will Pay To Go Online Aloft

by Henry H. Harteveldt, Elizabeth Stark, August 10, 2009

In 2005, Forrester identified that one-fifth of passengers were interested in accessing the Internet on any flight. In the fourth quarter of 2007, nearly as many passengers &mdash 17% &mdash expressed interest in accessing the Web on a 1-hour . . .

For Market Research Professionals

Technographics Insight: Who Buys Mobile Services In Asia Pacific?

by Reineke Reitsma, July 31, 2009

This Technographic Insight takes in depth look at mobile usage and activities in Asia. It takes a look at differences in mobile ownership and uses between Asian countries with a focus on mobile content purchasing habits. Insights are also offered around . . .

For eBusiness & Channel Strategy Professionals

Success In Mobile Commerce Means Asking The Right Questions Now

by Sucharita Mulpuru, July 16, 2009

Forrester recently adapted its methodology for creating a successful social strategy &mdash based on understanding people, objectives, strategy, and technology (POST) &mdash to the mobile strategy space. While Forrester believes mobile commerce . . .

For Market Research Professionals

A Consumer Market Researcher's Introduction To Mobile POST

by Reineke Reitsma, July 9, 2009

Creating and implementing a sound mobile strategy is challenging, but as consumers adopt higher-end cell phones, companies need to understand how they should connect with consumers on a device that's always on and always available. Current mobile strategies . . .

For Consumer Product Strategy Professionals

Building The Perfect Bundle

Use Quantitative Methods To Pinpoint What Consumers Want And How Much They Will Pay

by Doug Williams, June 29, 2009

Bundles have emerged as a strong opportunity for service providers to drive acquisition and improve customer retention, but only 20% of US online consumers subscribe to voice, broadband, and pay-TV service from a single provider. Today's consumers have . . .

For eBusiness & Channel Strategy Professionals

Using Channel Satisfaction Data To Build The Business Case For eBusiness

by Carrie Johnson, Elizabeth Davis, May 26, 2009

Forrester recently released a report showing the results of a survey of more than 4,500 US consumers and their level of satisfaction with Web, phone, and in-person interactions across 12 different industries. The report allows eBusiness and channel strategy . . .

For Market Research Professionals

A Consumer Market Researcher's Introduction To Mobile Technographics®

by Reineke Reitsma, May 22, 2009

Effective marketing requires sending the right message to the right person, and cell phones' anytime, anywhere character makes them the perfect delivery system for that message. The ubiquity of cell phones in people's everyday lives comes as no surprise, . . .

For Customer Experience Professionals

How Loyal Are Consumers? Not Very

Repurchasing, Switching, And Making Recommendations Across 12 Industries

by Bruce D. Temkin, May 18, 2009

We surveyed more than 4,500 US consumers to find out about the strength of their relationships with companies across 12 industries. Our analysis looked at three areas of loyalty: the willingness to make another purchase, the reluctance to switch business . . .