For Customer Experience Professionals

Topic Overview: Customer Experience In A Down Economy

by Harley Manning, Moira Dorsey, December 12, 2008

As markets around the world continue to decline, credit stays tight, and job cuts escalate, making the case for customer experience will be even more of a challenge. But firms can ensure that the experiences they offer don't degrade — and hopefully improve . . .

For Customer Experience Professionals

Topic Overview: Member Experience For Health Plans

Why And How Health Plans Must Embrace Strategic Healthcare Communications

by Elizabeth Boehm, September 22, 2008

Health plans can't afford to deliver subpar member experiences any longer. With a growing individual market, increased cost shifting, and a rising focus on disease and wellness management, strong member experience practices are the price of entry, and . . .

For Customer Experience Professionals

Required Registration Lowers Online Conversion Rates

by Megan Burns, April 15, 2008

To understand the impact of required registration on conversion rates, Forrester asked US online shoppers what they did last time they were required to register before making a purchase online. The survey revealed that almost one-quarter leave the site . . .

For Customer Experience Professionals

The State Of Japanese Banking Site Design, 2007

The Top Three Problems With Japanese Bank Web Sites

by Jonathan Browne, September 28, 2007

As part of a study that evaluated 12 major Japanese sites, Forrester recently used its Web Site Review methodology to evaluate the user experience at the Web sites of four major banks: Mizuho Bank, Bank of Tokyo-Mitsubishi UFJ, Resona Bank, and Sumitomo . . .

For Customer Experience Professionals

Topic Overview: Customer Experience

by Harley Manning, September 12, 2007

Forrester's customer experience research helps customer experience professionals and interactive marketing professionals compete effectively in a world where empowered consumers are getting harder than ever to win and keep. Our research spans multiple . . .

For Customer Experience Professionals

Banks Prepare For Customer Experience Wars

Results From A Joint American Banker Survey Of North American Banking Execs

by Bruce D. Temkin, June 26, 2007

Consumers want good service from banks, but they don't typically enjoy doing business with them. At the same time, our survey of 190 North American banking executives shows that banks view customer experience as being critical and are increasingly focused . . .

For Customer Experience Professionals

Learning From Wal-Mart's Web Site Redesign

How The Walmart.com Team Managed The Redesign Process

by Moira Dorsey, March 13, 2007

Walmart.com recently launched a major redesign. To understand how they went through the process, we spoke with Walmart.com's marketing director and vice president of user experience. These execs answered the following questions: What were the goals of . . .