Forrester's Customer Insights

MAY 31, 2024

B2C marketing decision-makers have many conflicting short- and long-term priorities while facing increasingly tough challenges. Improving brand perception and customer experience (CX) while achieving a positive ROI is a particularly daunting task in 2024 because: A turbulent economy makes it tough to improve marketing’s ROI.

B2C 37

B2C Marketing ROI Brands 37

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. The report, which has more than 70 pages of content, includes an appendix with the finalists’ nomination forms.

Report 145

Report B2C B2B Groups 145

InMoment XI

NOVEMBER 26, 2024

However, these challenges can be avoided with the right customer journey mapping platform and a team invested in customer experience success. Only 34% of organizations have three or more years of experience developing customer experience journey maps, and 83% struggle to identify and prioritize customer experience efforts.

Customer Journeys 195

Customer Journeys Customer Experience Strategy Touchpoint 195

Lumoa

MARCH 12, 2023

Some tools require customization to be set up for your company in the best way. That immediately makes you more dependent on the provider and reduces the flexibility you have to manage customer insights internally. Free Trial: Create your 30 day free trial account Aiwo Aiwo specializes in customer contact intelligence.

Customer Experience 195

Customer Experience Customer Journeys NPS Analytics 195

Forrester's Customer Insights

OCTOBER 20, 2023

In the ever-evolving marketing landscape, this method holds the key to smarter decision-making, better allocation of resources, and, ultimately, greater ROI. Our most recent report, Testing, Testing: Use Incrementality Tests To Lift Your Marketing ROI, has best practices to get started with building an incrementality testing […]

ROI 57

ROI Marketing Measurement Resources 57

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. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. Here’s the […].

Report 120

Report B2C B2B Groups 120

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. The report, which has 62 pages of content, includes an appendix with the finalists’ nomination forms. Here’s the […].

Report 120

Report B2C B2B Groups 120

Forrester's Customer Insights

OCTOBER 16, 2023

According to Forrester’s Marketing Survey, 2023, financial services marketers in Asia Pacific (APAC) find improving marketing’s ROI or effectiveness more difficult than their peers in other regions and industries.

Financial 59

Financial Marketing B2C Technology 59

Forrester's Customer Insights

SEPTEMBER 10, 2018

Influencer marketing is often characterized as a trendy tactic for B2C marketers to tap into the far-reaching audiences of the Insta-famous. There’s no doubt that the […].

Marketing 48

Marketing B2C B2B ROI 48

BirdEye

SEPTEMBER 10, 2024

We’ll also explore the differences between B2B and B2C funnels, the role of social media, and how to avoid common pitfalls. Today, customers might enter or leave the funnel at different stages, driven by their unique needs and interactions across multiple digital touchpoints, such as social media, email, or online reviews.

Marketing 59

Marketing Social Media B2C B2B 59

ReviewTrackers

MAY 8, 2017

20:20 Customer Experience Summit by Marketforce gathers 250+ senior CX professionals from across a huge variety of industries, including retail, transport, financial services, media, telecoms, utilities, and more. Interactive Customer Experience (ICX) Summit. Where: London, UK. When: June 5 to 7, 2017. Where: Dallas, TX.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Forrester's Customer Insights

AUGUST 6, 2021

AI-powered digital commerce search is a competitive asset Retailers and brands should re-evaluate their product findability tools because recent developments in search tech (powered by AI/ML) combine many points of contextual data to deliver highly relevant results.

Retail 59

Retail Tools ROI Brands 59

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.

Chatbots 62

Chatbots Self Service Multi-Channel B2C 62

Think Customers

JULY 25, 2024

The Need for Comprehensive Metrics in B2B and B2C Contexts In B2C environments, where interactions are more transactional, NPS can be a useful indicator of customer advocacy. This approach challenges the retrospective nature of NPS surveys, offering immediate insights that inform strategic decisions and enhance satisfaction.

Metrics 40

Metrics Analysis Feedback NPS 40

Forrester's Customer Insights

NOVEMBER 19, 2020

SEO Has Been Misunderstood For A Long Time I had a computer class in high school, and every day that we walked into the classroom, our teacher expected us to take part in a daily routine: Sit down at our computer and open Google. Search for “Notre Dame” (my high school’s name … the same […].

ROI 37

ROI Analysis Measurement B2C 37

Seaton CX

MAY 16, 2024

In this article, I’ll explain what a customer journey map is, why it’s important, and how to use DARMA to create a compelling customer journey map, discover deep customer insights, and spark customer-centric change in your organization. Table Of Contents What is a Customer Journey Map?

Customer Journeys 52

Customer Journeys ROI B2B Financial 52

Optimove

JANUARY 13, 2021

In the world of B2C CRM, we know exactly what are the small steps that marketers can pledge to take next year that will bring the most impact. And smart CRM marketers know that though it involves adding another step to the overall work process – the ROI can be tremendous when adequately incorporated.

CRM 52

CRM Marketing Measurement Groups 52

Forrester's Customer Insights

DECEMBER 6, 2018

Marketers are held to an ever-higher standard of accountability to ROI and business impact. But many marketers struggle to meet these expectations, hampered by long-established habits and lack of knowledge about new data- and analytics-enabled measurement approaches.

Trends 49

Trends Measurement Marketing ROI 49

Thematic

FEBRUARY 12, 2019

Your journey maps will be important strategic tools that help provide an in-depth understanding of who your customers are, what they need, and how they interact with your company across all touch points. The best journey maps, regardless if they are for B2B or B2C, include the real emotions of the customer experience.

Customer Journeys 59

Customer Journeys Survey Tips Touchpoint 59

SurveySensum

JULY 14, 2020

Currently, he is serving as the Director of Customer Success at Kustomer and an Advisor at The Success League. He specializes in customer success, customer experience, SaaS start-ups, B2B & B2C marketing strategy, and e-commerce. Blake Morgan – Customer Experience Futurist, Keynote Speaker, Author.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Forrester's Customer Insights

SEPTEMBER 21, 2021

Brands that expect a revenue-based ROI from their metaverse custom media buys will be sorely disappointed. In its current state, the metaverse is prime (virtual) real-estate for brands looking to make press headlines, test and learn, and reach a subset of the Gen Z audience.

Consumers 49

Consumers ROI Brands Advertising 49

Thematic

MARCH 29, 2020

These types of solutions are often described as ‘Customer Insights’ platforms, or more recently, Unified Data Analytics. That is, they need to be convinced that what you are sharing with them will not only help the company and the customer, but that the insights will allow them to do their job more successfully.

Feedback 111

Feedback How To Analysis e-support 111

ERDM

JANUARY 22, 2019

By using customer insights and authentic self-defined preferences, however, it is possible to achieve a fivefold increase in response and engagement rates, as demonstrated in the case study in this paper. Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C).

Customer Experience 53

Customer Experience Video Sales ROI 53

Optimove

DECEMBER 1, 2020

In the world of B2C CRM, we know exactly what are the small steps that marketers can pledge to take next year that will bring the most impact. And smart CRM marketers know that though it involves adding another step to the overall work process – the ROI can be tremendous when adequately incorporated.

CRM 40

CRM Marketing Measurement Groups 40

ERDM

JANUARY 22, 2019

By using customer insights and authentic self-defined preferences, however, it is possible to achieve a fivefold increase in response and engagement rates, as demonstrated in the case study in this paper. Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C).

Customer Experience 49

Customer Experience Video Sales ROI 49

ClearAction

NOVEMBER 16, 2023

Voice of Customer Maturity: Ultimate Guide Lynn Hunsaker Voice of customer maturity is not about scores, real-time feedback, response rates, listening posts, benchmarks, or comparisons of B2B versus B2C trends. Voice of customer maturity is quite low today in terms of ease, actionability, and strategic use.

Voice of Customer 62

Voice of Customer B2B Leadership Effort Score 62

Forrester's Customer Insights

MAY 3, 2018

Measuring marketing results or ROI is the No. 1 challenge marketers face in Asia. To tackle this problem, 68% of marketers in Asia plan to invest more in marketing measurement.

Measurement 24

Measurement Marketing ROI Report 24

Forrester's Customer Insights

OCTOBER 15, 2020

Every autumn Forrester looks ahead to predict the major consumer, business and technology trends that will shape the marketing landscape for the following year. 2020 has been a year of unprecedented political, social, economic and healthcare disruption – and 2021 shows no signs of any of these trends slowing down.

Marketing 47

Marketing Healthcare Customer Experience Trends 47

Forrester's Customer Insights

MARCH 6, 2019

But what if we told you that customer-centric privacy programs […]. Over and over, clients tell us they just don’t get enough funding for the kind of privacy programs they want to create. In fact, many privacy budgets shrank in 2019, after firms were forced to spend more than they expected on GDPR compliance in 2018.

Customer Centricity 46

Customer Centricity Return on Investment ROI B2C 46

SmartKarrot

APRIL 20, 2022

From apparel brands to food delivery platforms, almost all B2C businesses offer loyalty programs; and a majority of them are a huge hit. The major difference is because of the businesses’ approach to the customers. . Access to reliable customer data. By offering loyalty programs, B2B businesses an invaluable customer data.

Loyalty Programs 11

Loyalty Programs B2B Loyalty Examples 11

Forrester's Customer Insights

APRIL 17, 2018

There’s a sense of urgency in Asia to capitalize on AI, not only to compete but to lead globally. Appier, established six years ago in Taiwan, is one of these firms. I recently attended its first analyst event in Taipei to better understand how the company approaches the AI opportunity and helps its clients deliver […].

Marketing 36

Marketing Customers Company ROI 36

SmartKarrot

MARCH 8, 2022

Her blog posts continue to serve as a valuable resource for people who seek to understand and master customer success processes. A star in the world of Customer Success, Amarachi Ogueji is known for her exceptional skills in retaining B2B and B2C SaaS clients. Amarachi Ogueji.

Customer Success 21

Customer Success Customer Journeys Chief Customer Officer Customer Centricity 21

Forrester's Customer Insights

APRIL 17, 2018

The research revealed two strong insights: Unified […]. Jim Nail and I are excited to announce the publication of The ForresterTM Wave: Marketing Measurement And Optimization Solutions, Q2 2018.

Measurement 27

Measurement Marketing Report Strategy 27

Wootric CX Blog

OCTOBER 7, 2020

Notably, Wootric, which seeks to drive business outcomes from customer experience efforts, has the fastest payback in the category. Wootric is ranked #1 in ROI (Return on Investment). Wootric specializes in customer experience management for high growth B2B and B2C software-as-service and companies in digital transformation.

ROI 52

ROI Report Net Promoter Score Effort Score 52

Qualtrics

FEBRUARY 26, 2019

As the purveyor of all things data, they know how to incorporate insights and analysis in innovative ways to drive customer loyalty. On business to consumer (B2C) versus Business to Business (B2B) work: A mentor said to me a long time ago, “There are a lot of ways where B2C is more simple.

Analytics 37

Analytics Customer Experience B2C B2B 37

Confirmit

MAY 29, 2018

Voice of the Customer refers to the way an organization collects customer feedback, analyzes the data, distributes it to the right people and takes action on these insights in order to generate financial benefits. Why Does Voice of the Customer Matter?

Customer Journeys 40

Customer Journeys Multi-Channel Net Promoter Score Competitive Advantage 40