emotion

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Business Gets Personal: Why Executives Cannot Decouple Individual Values From Company Values

Anjali Lai August 9, 2019
Consumers have been assessing companies’ political and social affiliations for years. Now, executives’ personal values are critical to the assessment.
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Tap Consumer Energy To Drive Sustainable Innovation In Singapore

Anjali Lai July 18, 2019
Singapore is recognized as one of the world’s most innovative hubs and as an innovation powerhouse in Asia: The 2018 Global Innovation Index ranks Singapore as the fifth most innovative market out of 126 global economies analyzed, and Singapore’s recently launched S$1 billion innovation fund establishes innovation as a key lever to economic growth and […]
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Do Consumers Buy Facebook’s Vision For The Future?

Anjali Lai May 3, 2019
Among a series of updates unveiled at Facebook’s F8 Developer Conference on Tuesday, Mark Zuckerberg echoed a common refrain: The future is privacy. Fresh memories of Facebook’s mistakes and looming fines are not the only reasons why Zuckerberg’s refrain is relevant; in this cultural moment, consumers are clamoring for brands that build community around specific […]
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Introducing Forrester’s Consumer Energy Index: A Formula For Consumer Innovation Readiness

Anjali Lai April 11, 2019
Will consumers embrace your brand’s innovations or simply shrug? Forrester’s Consumer Energy Index measures consumers’ openness to your newest offerings. Learn more.
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How Consumers Really Feel About Your Loyalty Program

Emily Collins October 15, 2018
Points and discounts are the hallmark of most loyalty programs, and our data shows that they are usually pretty successful in incentivizing purchase behavior: Nearly half of US online 18–35-year-olds admit that programs influence what they buy and how much they spend. But loyalty isn’t just about the purchase — or at least it shouldn’t be. […]
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Customer Experience Index Reveals Brands Lack Human Connection

Victor Milligan September 5, 2018
Forrester’s 2018 Customer Experience Index (CX Index™) results continue to show that companies are struggling to create and sustain a human connection with their customers. This is not a question of delighting customers as an endgame or some fluffy sense of emotional attachment; this is a crass and clear story of financial risk. Taking a step […]
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Marketers, You Desperately Need A New Mindset

Jim Nail April 20, 2018
You have to feel bad for marketers: For years, they’ve tried to keep pace with changing buyer behaviors and adapt to the cross-device and cross-channel habits of their customers. To guide their progress, they’ve fallen back on familiar routines: benchmarking against past performance, optimizing short-term results, and pushing people through the sales funnel. The problem […]
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The Data Digest: Your Brand Is A Social Icon

Anjali Lai February 9, 2018
I’ve just returned from a trip through India where I had the opportunity to experience the Taj Mahal Palace Hotel in Mumbai. One of the most gripping aspects, even beyond the impressive design and meticulous customer service, is the property’s history: The story of how one man’s personal endeavor yielded a global brand that’s iconic […]
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The Recent NPS Debate – What You Should Really Know

Maxie Schmidt January 19, 2018
Many clients have asked me about my thoughts on the recent blog post by Jared Spool who says Net Promoter Score (NPS*) is a harmful metric. I then usually mention that he is making good points but that there is another post by Aga Szóstek who says the believe in a silver bullet is the truly […]
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Retailers’ CX Slips In 2017

Sucharita Kodali December 7, 2017
Across industries, improvement in CX leads to growth in total revenue. Facing stiff competition on- and off-line, retailers need to invest in superior CX to differentiate themselves and foster the loyalty of empowered customers. However, consumers tell us that the opposite is happening. In 2017, we saw both traditional and digital-only retailers’ CX quality slip. […]
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PODCAST

The New Business Of Emotion

What It Means February 24, 2017
James McQuivey, Vice President and Principal Analyst at Forrester, delves into the recent discoveries on how emotion really works and what it means for your brand and customer experience design.
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