customer loyalty

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

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Insights

Blog

The Future Of Banking: By 2030, Banking Will Be Invisible, Connected, Insights-Driven, And Purposeful

Alyson Clarke 4 days ago
In the rapidly evolving financial landscape, banks are facing challenges that require them to adapt and innovate. But amidst all these changes, the importance of trust remains constant. Trust is the foundation upon which successful banking relationships are built, and it will continue to be a crucial factor in shaping the future of the industry. […]
Blog

Reshaping Banking In The Age Of AI: Embracing Trust, Innovation, And Customer Obsession

Alyson Clarke 4 days ago
Once again, the banking industry is on the cusp of transformative changes. AI and generative AI (genAI) technologies have the potential to enhance customer relationships, deliver personalized digital experiences, augment customer service, and combat fraud. But they also have the potential to shift the mindset of banking from a product-centric to a relationship-centric approach and […]
Blog

Not-So-Open Skies: Southwest Makes Historic Change

Dipanjan Chatterjee July 30, 2024
As Southwest navigates financial turbulence, there are lessons from companies on aligning brand experience with business realities.
Blog

Overall Canada Customer Experience Quality Drops To A Historic Low

Pete Jacques June 18, 2024
Scores for Canadian companies are at their lowest point since Forrester’s Customer Experience Index (CX Index™) began. Read a few of the key findings from our Canada rankings report.
Blog

Customer Experience Quality In The US Falls To An All-Time Low

Pete Jacques June 17, 2024
US consumers' perceptions of CX quality are now at their lowest point since the inception of the Forrester Customer Experience Index (CX Index™). Read a few of the key findings from our recent report.
Blog

Loyalty Service Providers Supercharge Loyalty Strategies

Mary Pilecki June 3, 2024
The Forrester Wave™: Loyalty Services, Q2 2024 is geared toward helping loyalty marketers vet the right service provider for their brand. Read a few of the takeaways.
Blog

You Better Shape Up! Insights From Australia’s 2024 CX Index Study

Riccardo Pasto June 3, 2024
Our latest research, working off of Australia 2024 Customer Experience Index (CX Index™) study data, reveals that most brands and agencies in our study saw the quality of their CX either flatlining or declining. In 2024, we surveyed banking, investment, government, and, for the first time, superannuation firms.
Blog

Can AI Improve Your Loyalty Program?

Mary Pilecki March 26, 2024
Learn about the potential of predictive AI — and, now, generative AI — in enhancing loyalty programs and strategies.
Podcast

What Motivates B2B Customers To Become Advocates?

What It Means February 22, 2024
Customer advocacy initiatives often leave a key question unanswered: How do customers benefit? On this episode of What It Means, VPs and Principal Analysts Laura Ramos and Amy Bills explain how B2B companies can get more value from customer advocacy by understanding what motivates customers to participate.
Podcast

The Trust Advantage For B2B Firms

What It Means February 15, 2024
Trust is paramount in high-stakes B2B buying relationships. How can B2B companies build and maintain trust among buyers? VP and Principal Analyst Ian Bruce explains on this episode of What It Means.
Blog

Consumer Spending 2024: What It Means For Your Brand

Dipanjan Chatterjee February 7, 2024
2023 was a confusing year: The consumers blew cold, and the economy blew hot. The recession-to-be didn’t materialize, and the economic outlook wasn’t half as bad as consumers would have you believe. Yet, notes from the post-pandemic blues keep wafting in the air no matter the macroeconomic drumbeat. This year, the economy is headed for […]
Blog

What To Do Next About Your Customer Advocacy Platform

Amy Bills January 23, 2024
Where does the late December acquisition of customer advocacy and community platform Influitive leave current customers? Here we provide a plan for moving forward.

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Blog

2023 Canada Net Promoter Score℠ (NPS) Rankings: Industries Lose Gains Made In 2022

Pete Jacques January 17, 2024
Forrester just published The Canada Net Promoter Rankings, 2023 report, which includes the Net Promoter Score℠ (NPS) and industry rank for 100 brands across nine industries. We asked over 39,000 Canadian consumers in our annual Customer Experience Benchmark Survey about their likelihood to recommend brands that they interacted with in the past 12 months, using the standard NPS […]
Blog

Net Promoter Score℠ (NPS) US Benchmarks, 2023: Fewer Brands Show Improvement

Pete Jacques December 29, 2023
New analyses from Forrester’s 2023 Customer Experience Benchmark Study reveals that subdued customer advocacy continued in 2023, as fewer brands have significant improvements and more brands have significant drops in Net Promoter Score℠ (NPS) compared to 2022.
Blog

Despite Economic Headwinds, Malaysian Banks Continue To Improve CX Quality

Tom Mouhsian September 27, 2023
How customers perceive a brand influences how much they are willing to spend with the brand, whether they will recommend it to others, and how likely they are to forgive the brand’s missteps. Our annual Customer Experience Index (CX Index™) benchmarking study, which has been conducted in Malaysia since 2021, answers the question, “Which banks […]
Blog

High Levels Of Trust Elude US Financial Services Firms Again

Alyson Clarke September 19, 2023
US financial services brands are struggling to earn high levels of customer trust. Forrester’s Financial Services Customer Trust Index (FS Trust Index) revealed that customer trust in US financial services firms in 2023 was relatively weak and largely unchanged from 2022. Only US banks managed a measurable improvement in average trust scores, and even that […]
Blog

Improve Your Loyalty Results With A Loyalty Services Provider

Mary Pilecki August 16, 2023
Does your brand employ a loyalty services provider in addition to a loyalty technology provider? If not, you should consider it. Brands continue to increase spend on loyalty technology and programs, but they often don’t tie their loyalty initiatives to broader corporate goals, negatively impacting their success. Services providers help here. This blog answers key […]

Build An Engine Of Customer Loyalty - And Revenue

Read our report to learn how to build customer loyalty, brand equity, and revenue with a B2C customer-obsessed growth engine.

Webinar

Planning Guides 2024: Customer Experience

Explore 2024 insights for investing in CX strategy to drive action, value, and revenue.
Blog

Canadian Customer Experience Quality Falls To A New Low

Pete Jacques June 16, 2023
The Canada Customer Experience Index (CX Index™) rankings for 2023 show brands backsliding on performance. Read about the results, and meet two brands that beat the odds and improved their CX Index scores in a tough year.
Podcast

How Creative Commerce Fuels Loyalty Across The Customer Lifecycle

What It Means June 1, 2023
From streaming services to ice cream, creative commerce is revolutionizing commerce by integrating all phases of the buying cycle. Learn how on this week’s What It Means with VP, Principal Analyst Jay Pattisall and Principal Analyst Kelsey Chickering.
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