Shar VanBoskirk

Last month, I participated in Tinuiti’s Bold Predictions & Bold Wines, a fun way to learn about wines before holidays with the family while also discussing opportunities for CMOs in 2024. I learned some really great tips, which are too good not to share. When it comes to measurement, listen, learn, and lean in. We […]

Use our tips to help your email programs perform better and strengthen long-term customer loyalty this holiday season.

Stopping investment in customer obsession will cost you — in terms of customer goodwill, waste, data loss, and employee theft. Get a snapshot of the findings from our new report.

Meet the finalists for Forrester’s inaugural North American Customer-Obsessed Enterprise Award and Customer-Obsessed Leadership Award.

Backing off from customer obsession in tough times won't save your organization, but it could sink it. Learn why.

I’m pleased to share that on November 1, 2022, I joined Forrester’s customer experience (CX) team reporting to Rick Parrish. This group is core to creating Forrester’s customer experience service and the CX Leader Success Cycle, which guides how CX leaders improve performance and justify greater investment in customer experience. Now, this doesn’t mean that […]

Learn highlights about Apple's Mail Privacy Protection ahead of the holiday season to expertly craft your email marketing strategy.

We are about three months into a conflict that has shaken the world. Many, such as the people of France and the UK, are on edge as the specter of war returns to haunt the European continent. For others, like those in the United States, virtual proximity has brought a war being fought far away […]

The stakes around your email program are higher. Think and plan long term to do right with email marketing this holiday season.

Companies buy in to the theory of customer obsession. Does anyone out there think that putting the customer at the center of your leadership, strategy, and operations is a bad idea?? See, I didn’t think so. And yet, just 8% of enterprises are actually customer-obsessed. When my colleague Rick Parrish and I developed a new […]

No doubt about it, the circumstances of the last year have brought about extreme and unexpected difficulties. But I expect, for many of us, they have also introduced some serendipitous delights that might have gone completely undiscovered if not for such an abrupt shift in all of our “normal” habits. Many businesses, too — in […]

Consumer marketing leaders have a tall order every holiday season: to drive 30% of their firm’s annual sales. This year, their task also includes making up for sales lost due to COVID-19 shutdowns and shut-ins, while limiting in-person crowds. I, along with my colleagues Jay Pattisall, Julie Ask, Jim Nail, Tina Moffett, Sucharita Mulpuru, and […]

The best actions you can take right now as a business leader for your company depend on the mode your firm is in during the current recession.  The new report, “Assess Your Recovery Potential,” that I just completed with my colleague Jay Pattisall introduces Forrester’s Pandemic Assessment, which will determine your company’s mode and then […]

CMOs, you won't make it through the harsh economic conditions coming if you can't adjust your planning approach to respond to changing customer needs and operational availability.

In my research, I found that customer obsession was the good idea that everyone agreed with, but no one knows how to do. Let's change that. Read our new, complimentary eBook to get an actionable framework for a customer obsession strategy.

The COVID-19 crisis has upended CMO priorities and budgets. Wondering what to plan for now? Read our forecast.

I read two Joseph A. Michelli books for my research last year: Driven To Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way and The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton Hotel Company. I wanted to read these well-known books on customer service and customer experience […]