Customer Service — Or Lip Service?

Are companies doing a good job with customer service (the customer experience) — or is it just hype? Some companies are doing well, other not so much. Forrester recently released the results of its research involving its U.S. 2017 Customer Experience Index. Forrester at looks more than 300 brands in deciding its rankings. In a […]

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Trusting Brand Recommendations from Friends

As has been widely reported, consumers consider friend recommendations to be more trustworthy than company advertising. A recent major research study bears this out. According to a story by Todd Wasserman for Mashable: “Seventy percent of consumers trust brand recommendations from friends, but only 10% trust advertising, according to a new report from Forrester Research. […]

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Forrester Blogs: For Marketing & Strategy Professionals

   Click on the image to go to the Forrester Research blog This is a roll-up of all Forrester blogs written for Marketing & Strategy Professionals. Role-specific blogs are listed at this blog. Forrester Research is a technology and market research company that provides pragmatic advice to global leaders in business and technology. With hundreds of […]

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