Forrester's Customer Insights

NOVEMBER 4, 2022

In the days following last Friday’s closing of the deal, GM paused its paid advertising on Twitter. When Twitter first announced its intent (back in April) to be acquired by Elon Musk, Forrester said that disinformation and hate speech are ultimately at stake – And that ad dollars are at risk. Soon after, IPG’s MediaBrands […].

Advertising 26

Advertising Social Media B2C Marketing 26

SurveySparrow

APRIL 21, 2022

Customer feedback is the holy grail of customer experience. And, it will become much harder to change your customer’s minds if they had a bad experience. Freestanding terminal : A self-service customer feedback machine. A number pad to input the customer’s contact number. The challenge? Sensor Terminal.

Customer Insights 52

Customer Insights Transportation How To Self Service 52

Forrester's Customer Insights

JULY 11, 2023

While the conversation and action around diversity, inclusivity, and belonging spiked in 2020, CMOs still struggle with inclusive advertising practices.

Advertising 20

Advertising B2C Consumers Customer Insights 20

Forrester's Customer Insights

FEBRUARY 8, 2021

Advertising holds up a mirror to society, nowhere more than the premier advertising event of the year, the Super Bowl. […]. By the end of the third quarter, there wasn’t much doubt about the outcome of the game. But suspense lingered about how the ads would perform in this high-stakes contest for brands and their agencies.

Advertising 35

Advertising Brands B2C Communication 35

Forrester's Customer Insights

JANUARY 21, 2022

Cory Booker) made a splash on Wednesday when they introduced the Banning Surveillance Advertising Act of 2022. Its primary goal is to limit the data that advertisers and adtech vendors can use to target advertising. Anna Eshoo, Rep. Jan Schakowsky, and Sen.

Advertising 26

Advertising Meeting Industry Interaction 26

Lumoa

NOVEMBER 10, 2021

The relationship between businesses and their customers is changing. As companies increasingly pivot towards providing online interactions, it’s essential for your business to keep the customer experience in mind. You can accomplish this feat by focusing on your customer experience design. What is Customer Experience Design?

Customer Experience Design 208

Customer Experience Design Customer Experience Customer Journeys Touchpoint 208

Forrester's Customer Insights

OCTOBER 28, 2021

Looking ahead to 2022, advertisers and publishers will look for ways to extend those innovations to match consumers’ willingness to experiment with new experiences and products (now at an all-time high). Learn more.

Advertising 49

Advertising Retail Innovation Consumers 49

Forrester's Customer Insights

OCTOBER 27, 2020

It’s been a rough year for advertisers, and 2021 will bring new challenges to a weary and quickly evolving industry. As advertisers attempt to reckon with the impending upheaval of data deprecation, they’ll be forced to divert attention toward more pressing — and distracting — issues that have emerged due to the COVID-19 pandemic.

Advertising 39

Advertising Industry Data B2C 39

Forrester's Customer Insights

JUNE 27, 2019

Today’s big brands have come to grips with a new advertising reality: Finding and successfully engaging with their best prospects and customers is more complicated than ever. Marketers’ advertising supply chains have also gotten unmanageably complex, with lack of clarity as to who’s participating […].

Advertising 50

Advertising Consumers Marketing Brands 50

Forrester's Customer Insights

FEBRUARY 18, 2020

At Forrester, we talk a lot about the age of the customer — a 20-year business cycle where empowered customers are shaping industries.

Advertising 38

Advertising Industry Customers Consumers 38

Forrester's Customer Insights

SEPTEMBER 3, 2019

Google and Facebook have dominated the digital advertising landscape for much of this decade. Amazon’s revenue from advertising has skyrocketed because endemic advertisers (brands that sell products and buy ads on Amazon) have grown their Amazon ad budgets […].

Advertising 45

Advertising Brands Customers 45

Alida

JULY 5, 2019

They launched Twitter Insiders , run on the Sparq customer insights platform, to uncover direct, consent-based feedback they could use to complement and augment traditional media metrics, behavioral and usage data to become experts in engaging new and receptive audiences for advertisers.

Engagement 154

Engagement Tips Advertising Metrics 154

Forrester's Customer Insights

MAY 1, 2020

As far as the advertising triopoly and the social networks are concerned, however, advertising in Q1 surpassed bleak expectations and usage is booming — but not all is how it appears to be. Advertisers: The Pandemic’s True […].

Advertising 36

Advertising Social Media B2C Marketing 36

Forrester's Customer Insights

APRIL 20, 2022

Nielsen, the legacy television measurement giant, has provided media companies, agencies, and brands with household media consumption, advertising performance, and audience insights through its “people-powered” panels and metering technology.

Advertising 26

Advertising Analytics Measurement Technology 26

Forrester's Customer Insights

MAY 10, 2023

With more than 300 million creators worldwide, the creator economy has grown exponentially over the last several years and shows no signs of slowing down. Creators — individuals who make and monetize social media content — matter to brands because they wield the power to make ideas, trends, songs, or products go mainstream overnight.

Advertising 47

Advertising Social Media Trends Brands 47

Lumoa

MARCH 10, 2022

Using customer feedback in marketing can give you a huge edge on competitors. And if you’re like most businesses, you probably already get a ton of customer feedback. Customer feedback can come at you a hundred different ways. What is Customer Feedback? Proven Methods for using Customer Feedback in Marketing 1.

Feedback 236

Feedback Marketing Social Media Effort Score 236

ShepHyken

SEPTEMBER 10, 2021

She writes about what customers expect from companies in 2021 and what they actually get. Customers want their concerns resolved swiftly, without having to wait in line or being handed from one executive to another. . Companies failing to meet good customer experience lose out on their customers ( American Express Survey 2011 ).

Customer Experience 98

Customer Experience Self Service Advertising Customer Expectations 98

CSM Magazine

AUGUST 10, 2017

Being customer led makes for better businesses. While digital advances mean that the customer’s world is being inexorably re-imagined, the customer needs to be kept close. True insight organisations are building market share by taking customers away from un-insightful, non-listening, non-responsive businesses.

Customer Insights 40

Customer Insights Customer relationships CRM Comparison 40

Forrester's Customer Insights

JUNE 19, 2019

On the outside: Social media’s total global advertising spend is expected to balloon to $110 billion by 2022 (with Facebook taking 75% of the global spend market). Social networks are happy. Investors see dollar signs. Marketers feel justified in their spending. On the inside: Social media’s underbelly conveys a picture of turmoil.

Advertising 48

Advertising Consumers Marketing Social Media 48

Forrester's Customer Insights

JULY 26, 2018

Today’s marketers are distracted by new technology and more data promising more efficient and personalized advertising. So they forget that adtech — in a vacuum — is no match for how people today consume media, interact with advertising, or think about their experiences with brands.

Advertising 33

Advertising Consumers Interaction Technology 33

GetFeedback

MARCH 20, 2019

The customer voice, also known as Voice of the Customer (VoC) , is at the core of any successful customer experience (CX) program. It refers to the customers’ needs, wants, and expectations as it pertains to a company’s products or services. Why customer voice is important. the customer voice. 69% of U.S.

Customer Voice 210

Customer Voice Net Promoter Score Customer Centricity Competitive Advantage 210

ChurnZero

NOVEMBER 3, 2021

When you’re just getting started, or you’re still building your Customer Success team, sometimes you can use all the help you can get. It can be difficult in these situations for Customer Success Managers (CSMs) to find the time or the resources to dig for those crucial customer insights. And these ones happen to be free!

Tools 98

Tools Customer Success Return on Investment Fashion 98

delighted

NOVEMBER 30, 2021

When you’re looking to improve your customer experience, it’s important to put yourself in your customers’ shoes. When you think like your customer, you get to know how they interact with your company or brand – an exercise that will help you understand what makes them happy or frustrated based on the micro-experiences they have. .

Touchpoint 87

Touchpoint Customer Journeys Net Promoter Score Effort Score 87

Forrester's Customer Insights

APRIL 10, 2024

Last week, Forbes was accused of misleading major advertisers with a spoof of its own website – www3.forbes.com. turning 700-word articles into 34 slides), and sold advertising on this made-for-arbitrage (MFA) site to brands who […] forbes.com.

Advertising 31

Advertising Brands Company B2C 31

BirdEye

MAY 1, 2023

Making the most of customer reviews to boost your brand awareness, sales, and earning potential is key. In this blog post, we’ll teach you ways to request reviews, use them to attract more customers, and professionally handle any negative reviews. Reviews serve as a resource for prospective customers to make informed decisions.

Examples 97

Examples Social Media Video Feedback 97

Forrester's Customer Insights

OCTOBER 27, 2023

Buried under the lede is the fact that it now owns King, a hugely successful mobile advertising platform with over $300 million in advertising revenue annually. Microsoft completed its largest ever acquisition of Activision Blizzard earlier this month.

Advertising 52

Advertising B2C Marketing Customers 52

Comm100

DECEMBER 19, 2017

Every company out there is trying to be more customer-centric, and the race for an excellent customer experience is heating up. Nowadays, having competitive prices and bombarding customers with advertisements and offers is not enough. Download Now. Set Clear Objectives.

Strategy 287

Strategy Customer Experience How To Customer Journeys 287

Forrester's Customer Insights

MARCH 7, 2022

The Russian invasion of Ukraine is underpinned and fueled by disinformation, by which Russia is using propaganda to create a false narrative about Ukrainian officials and the West to defend their invasion of Ukraine. The disinformation is so rampant that the US government released a “fact sheet” to discern reality.

Advertising 26

Advertising Government Social Media B2C 26

Lumoa

MARCH 31, 2021

We spend lots of time, energy, and effort getting feedback and insight from customers. Or, perhaps, it could help you overhaul your customer journey. Actionable insight: An auto repair shop knows that the number of oil changes increases by 20% in May. Example 3 Insight: Your NPS score dropped by 5 points last month.

Effort Score 208

Effort Score NPS Net Promoter Score Feedback 208

Alida

AUGUST 7, 2019

Is it true that customers still don’t trust the businesses they purchase from? Repetitive and disruptive online advertising, the ability to fact-check advertising claims with just a few mouse clicks, plus the real-time feedback machine of social media, have made consumers wary of the marketing narratives delivered by businesses.

Social Media 100

Social Media Advertising Company Consumers 100

Forrester's Customer Insights

JULY 14, 2022

The speculation has been swirling for months that Netflix was getting into the ad business. We’ve long seen this as necessary for Netflix, and have been clear about the upside, so no big shock there. What IS notable is the news that Netflix chose Microsoft as its adtech partner. Why Microsoft?

Advertising 26

Advertising B2C Marketing Customers 26

Forrester's Customer Insights

JUNE 5, 2018

Marketers, you don’t know how consumers feel about your advertising, and it may be hurting you in ways you don’t understand.

Advertising 26

Advertising Consumers Marketing Examples 26

Forrester's Customer Insights

APRIL 27, 2022

There’s a NASCAR-style race happening in the world of media measurement: Which media measurement platform will be the first to secure the most partners, the most investments, and the most capabilities in time for the NewFronts and Upfronts?

Measurement 26

Measurement Advertising B2C Marketing 26

Forrester's Customer Insights

OCTOBER 16, 2023

Last quarter, the company said that revenue from advertising is “not yet material enough” but that it’s […] Expect the company to have made more headway with its password-sharing crackdown. In spite of this, all eyes (and ears) will be on the state of Netflix’s ad business.

Advertising 54

Advertising Report Company B2C 54

Experience Investigators by 360Connext

JANUARY 28, 2020

Forrester, Oracle, and others predict plenty of customer experience challenges for the near future. Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. First, understand the true costs of NOT investing in customer experience. Image credit: Forrester.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Alida

OCTOBER 18, 2018

Our flagship customer intelligence event in London was a great opportunity to discuss the latest innovations and product updates in the industry, the constantly evolving expectations of today’s consumer, and how to deliver a superior customer experience in 2018. The customer data we had previously didn’t give us the full picture.

How To 113

How To Groups Customers Innovation 113

Alida

JUNE 27, 2016

Most companies today strive to become more customer-centric—it’s simply good business. They use customer feedback to make data-backed decisions, and rely on customer intelligence software like insight communities. The panel discussion explored the value of having authentic, timely and contextual customer feedback.

Software 145

Software How To Exercises Feedback 145