Consumer Energy Index
What does it take to capture today’s empowered consumers and keep them engaged with your brand? Shiny new innovations may quickly lose their luster. Our Consumer Energy Index measures the forces underpinning customers’ openness to new brand experiences.
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Insights
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Planning Guides 2024: Customer Experience
Explore 2024 insights for investing in CX strategy to drive action, value, and revenue.
Blog
For US Consumers, The Pandemic Is Going, But Not Gone
All signs point to the COVID-19 pandemic being fully behind us: The Biden administration’s COVID-19 national public health emergency protocols are set to end on May 11; consumers’ comfort in pre-pandemic activities, such as going to a concert or a museum, is increasing over time; and while travel is starting to recover, the lack of […]
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Each week, the CX Cast brings you the latest news and cutting-edge tactics making waves in customer experience.
Blog
What’s Next For Digital Consumer Behaviors?
Read why you should eschew “new normal” thinking when it comes to consumer behavior. We’re in a deeply unsettled, volatile moment—and change is here to stay.
Blog
Predictions 2022: Weary Consumers Seek Immediate Happiness And Comfort
In 2022, consumers will continue testing new ways to fulfill their needs with an eye towards long-tail pandemic disruption. In the process, their new behaviors will create new economies.
Blog
US Consumer Pandemic Recovery Outlook, August 2021: Ongoing Uncertainties Caution Consumers
In the wake of chronic caution fatigue, US consumers are looking to their most trusted brands to provide a sense of stability and reliability.
Blog
Emotionally Charged Consumers Are Ready For New Experiences
A reemerging sense of community has rekindled consumers' enthusiasm. Brands should match that enthusiasm to maintain strong momentum.
Blog
Consumers Ride A Rising Tide Of Consumer Energy Into 2021
Consumer energy is rising again. The latest pulse reveals that, over the course of the past three months, overall consumer energy has moved from 39 up to 43, and consumer energy has grown along every key emotional dimension.
Blog
In Times Of Crisis, Empathy Fuels Loyalty
We've identified four risk profiles to help understand global consumers' sensitivity to health and financial risks in relation to the COVID-19 pandemic.
Research Collection
CMOs: Understand The Ebb And Flow Of US Consumer Energy Through 2020
“Change is constant” is an adage that haunts 2020, and consumer emotions are fluctuating with every shock to the consumer’s world. Forrester’s Consumer Energy Index reveals that the COVID-19 pandemic is causing US consumers to feel measurably more fragmented and disconnected, doubtful that people and organizations will follow through on their promises, distracted, and vulnerable […]
Blog
Consumer Energy Fizzles To A New Low As Consumers Approach Q4
If you’ve been following my blog, you’ll know that we’ve been measuring precisely how the emotional toll of the COVID-19 pandemic is influencing consumer appetite for commercial exchange. We do this by applying Forrester’s Consumer Energy Index, our data-driven framework that captures how ready and willing consumers are to reach out to brands. After a […]
Research Collection
Use Customer Understanding To Guide Your Pandemic Marketing Strategy
The COVID-19 pandemic adds even more consumer considerations to marketers’ already full plates. Stay-at-home orders, unemployment, and anxiety about the virus have altered shopping behavior, technology adoption, and expectations. But despite this uncertainty, now is not the time to pull back on marketing: In fact, businesses need to keep investing in marketing to move through […]
Blog
Changing Commercial And Social Conditions Spark Consumer Energy
As the COVID-19 pandemic became a harsh reality across the US, consumer energy among US online adults hovered at its lowest levels of the past two years. Now, in early June, the conditions have changed drastically and the most recent pulse of consumer energy shows a slight increase along all four dimensions.
Blog
During The Pandemic, Empathetic Brands Build Trust With Wary Consumers
Now more than ever, consumers crave connection and reliable information. Learn how marketers can offer this.
Blog
Consumer Energy Steadies Overall, Pulses In Certain Regions
To measure precisely what kind of emotional toll COVID-19 is taking on consumers — and how current consumer sentiment will influence imminent behavior — we are applying Forrester’s Consumer Energy Index, our data-driven framework that captures how ready and willing consumers are to reach out to brands. Overall consumer energy dropped dramatically during the months […]
Blog
Consumers Begin To Rekindle Their Energy Toward Brands
Our latest data shows that the end of April marks a turning point where consumer energy begins a gradual rebound. Learn what this means for brands.
Blog
The Drop In Consumer Energy Is Decelerating
To measure precisely what kind of emotional toll COVID-19 is taking on consumers — and how current consumer sentiment will influence imminent behavior — we are applying Forrester’s Consumer Energy Index.
Blog
As Overall Energy Wanes, Preserve Relationships With Your Highest-Energy Consumers
To measure precisely what kind of emotional toll COVID-19 is taking on consumers — and how current consumer sentiment will influence imminent behavior — we are applying Forrester’s Consumer Energy Index, our data-driven framework that captures how ready and willing consumers are to reach out to brands. Three weeks ago, COVID-19 was driving consumer energy […]
Blog
A Snapshot Of US Consumers’ Attitudes And Behavior During COVID-19
As we all navigate the fluidity and uncertainty of COVID-19, here at Forrester we are using our multimodal data to keep our finger on the pulse of rapidly changing consumer attitudes and behaviors. Stay tuned into our blog as we continue to publish a series of posts highlighting the latest consumer trends shaping the cultural and economic climate.
Blog
Consumer Energy Drops On All Four Dimensions Amid COVID-19
To measure precisely what kind of emotional toll COVID-19 is taking on consumers — and how current consumer sentiment will influence imminent behavior — we applied Forrester’s Consumer Energy Index, our data-driven framework that captures how ready and willing consumers are to reach out to brands at this moment.
Blog
Decision Making During The COVID-19 Crisis Requires A Bias Toward People, Not Profit
As the adage goes, character is what one does when no one is watching. Yet as the COVID-19 pandemic unfolds, leaders' choices and actions — and what they reveal about companies' priorities — are closely scrutinized.