Tag Archives: Forrester Research

5 Things to Think About When Managing Online Customer Feedback

Thanks to Julia Rogers and her recent post on smallbusiness.aol entitled “Managing Online Customer Feedback: 5 Things You Need to Know” (http://aol.it/p56Yt9). A recent study by Forrester found that many online shoppers rely on the reviews of other customers to … Continue reading

Posted in Consumer Insights | Tagged , , , , , | Leave a comment

Eight Key Customer Service Trends

Great webinar provided by Kate Leggett of Forrester Research, “Capitalizing on 8 Key Customer Service Trends: Moving Theory into Action.” Ninety percent of customer service decision makers believe a good service experience is critical to the success of a company … Continue reading

Posted in Consumer Insights | Tagged , , , | Leave a comment

Consumer Insights on Meaningful Customer Conversation

I enjoyed the American Marketing Association’s recent webinar on “Meaningful Customer Conversation: How Interactive Marketing Drives Engagement.” Forrester’s Shar VanBoskirk did a great job of explaining how interactive media has impacted traditional media. The premise of Ms. VanBoskirk’s presentation is … Continue reading

Posted in Consumer Insights | Tagged , , , , , , , , , , , , | Leave a comment

Consumer Insights on Consumer Insights

The following is a summary of a white paper entitled “The Role of Feedback in Brand Loyalty” by Vovici. While not everyone can afford customer survey and feedback software, the fundamentals expressed in the white paper are relevant to any … Continue reading

Posted in Consumer Insights | Tagged , , , , , , , , , , , | Leave a comment

Consumer Insights — Are You Listening?

Why your customer relationship and retention program will fail without listening to the voice of the customer. In a June 2009 report entitled “Customer Experience Boosts Revenue” (http://bit.ly/9ALBJ4), Bruce Temkin of Forrester Research estimates “that large firms can gain between … Continue reading

Posted in Consumer Insights | Tagged , , , , , , , , , , , , , , , , , , | 2 Comments