customer loyalty

Customer loyalty is incredibly valuable. It’s also incredibly difficult to foster and maintain. Read Forrester’s insights on loyalty.

Discover how Forrester supports customer experience and B2C marketing leaders.

Insights

Blog

Emotionally Charged Consumers Are Ready For New Experiences

Anjali Lai July 1, 2021
A reemerging sense of community has rekindled consumers' enthusiasm. Brands should match that enthusiasm to maintain strong momentum.
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Blog

Be Early, Be Empathetic: How To Show Your Customers The Value Of Participating In A Forrester TEI

Sam Sexton June 16, 2021
Since most TEIs involve multiple anonymous interviews, access to a TEI case study presents a rare chance for your customers: They can read about how other organizations — possibly even their competitors — dealt with the same problems they have and how they made use of your solution.
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APAC Financial Services Webcast Series 2021

Ready to lead a customer-centric transformation in a post-pandemic world? Learn how to fuel success from 27 July – 5 Aug.

Blog

CX Is A Critical Driver Of Emotional Loyalty

Mary Pilecki April 26, 2021
Emotion metrics can be a measure of a customer’s actual loyalty. But only when they're placed in a larger context of customer loyalty metrics. Read more.
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Blog

Toss Those Tea Leaves: Reading Real Signals Of Growth And Retention

Amy Bills April 9, 2021
Teams supporting retention, cross-sell, and upsell are most effective when they focus on the right signals from buyers and customers. At B2B Summit North America, learn more about these signals and how to use them.
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Blog

Three Ways To Protect Your Customer Base From Competitors

Amy Bills March 10, 2021
Forrester benchmark data shows that retained business accounts for the lion's share of company revenue. How well are you protecting that share?
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Video

Reaching Gen Z Starts With Understanding Their Truths

Mike Proulx January 14, 2021

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Blog

In Times Of Crisis, Empathy Fuels Loyalty

Martin Gill December 18, 2020
We've identified four risk profiles to help understand global consumers' sensitivity to health and financial risks in relation to the COVID-19 pandemic.
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Nine Industries Improved Their CX Significantly In 2020

How did your industry fare? Check out the results from Forrester's US Customer Experience Index.

Blog

Retailers: Here’s How Consumers Are Shopping This Holiday Season

Sucharita Kodali December 17, 2020
The retail holiday season is in the home stretch. We expect US online holiday sales this year will top $173 billion — or fully 24% more than last year.
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Blog

Using The Right Metrics For The Subscription-Based Business Model

Dan Bieler December 3, 2020
The subscription model offers new opportunities for businesses to enhance the value of their offerings as they become more embedded in the changing context of their clients’ customer journeys. But companies need to have the right metrics in place to be able to support the shift of the underlying value equation. Processes and systems for […]
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Blog

Trust In The Age Of The Customer

Anjali Lai November 20, 2020
We all know that consumer trust is important, but it’s extremely challenging for companies to know when they have it, when they violate it, and how to cultivate it. Discover the components needed to grow consumer trust.
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Blog

Empathy Is The Best Gift You Can Give Your Loyal Customers This Holiday Season

Emily Collins November 12, 2020
Loyalty marketers need to communicate with and get to know their new members in quick, digestible, innovative ways this holiday season. Empathy is key.
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Blog

What Do Your Customers Want For The Holidays? Confidence

Andrew Hogan October 29, 2020
Now’s the time to make sure your customers understand whether they’ve found the right product on your site or app, know when they’ll receive their item in time, and know how to easily return the item if it isn’t quite right.
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Lessons From Florida Blue: Building A Successful CX Measurement Program

Blog

Predictions 2021: B2C Marketing Goes Local And Retention-Based

Stephanie Liu October 23, 2020
B2C marketing in 2021 will take a decided turn toward retention and localization. Read on to discover how B2C marketers will adjust in the face of a post-pandemic world.
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Blog

Consumer Energy Fizzles To A New Low As Consumers Approach Q4

Anjali Lai September 23, 2020
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 […]
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Blog

Three Consumer Changes Will Define The Future Of How We Buy

Anjali Lai September 15, 2020
The pace of consumer behavior change has clicked into another gear this year as a result of the COVID-19 pandemic. Learn how three of these trends will transform buying for the foreseeable future.
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Video

B2C Firms Must Prepare As Consumer Buying Enters A New Era

Sucharita Kodali September 11, 2020

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Blog

One Hand To Shake Beats One Throat To Choke

Glenn O'Donnell August 7, 2020
The days of technology buyers treating their tech providers as "vendors" are gone. Learn the mutual benefits of treating your technology providers as partners.
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Video

A Glimpse Into The Future Of Banking

Jacob Morgan July 16, 2020

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Blog

CX Reality Day: What Will You Discover?

Melissa Parrish July 13, 2020
This Wednesday, July 15th, we’re inviting executives from all companies — large and small, B2B, and B2C — to participate in our inaugural CX Reality Day.
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Blog

The Effect Of COVID-19 On Canadians’ Financial Well-Being

Peter Wannemacher May 18, 2020
Even before the COVID-19 outbreak, our research showed that Canadian consumers were facing multiple financial challenges and were worried about their financial situation. To see how the pandemic was impacting consumer finances and behaviors, we surveyed 1,119 Canadian online adults in April 10–15, 2020 and found that Canadians: Are already feeling the impact of COVID-19 […]
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