1 month, 26 days ago

Make Your Brand “Voice” Loud and Clear.

(Forrester clients, read full report “Give Your Brand A Voice — Literally” here) Voice is marketing’s most significant paradigm shift this decade —one that has far-reaching implications for how brands engage customers and prospects. Read Fo…

2 months, 29 days ago

Banking CX Is Stagnating

Customer experience leaders grow revenue faster than CX laggards, drive higher brand preference, and can charge more for their products. Based on a survey of more than 110,000 US adult customers in 2018, Forrester’s Customer Experience Index (CX Index™…

4 months, 1 day ago

All Brands Need A Full-Fledged Digital Commerce Strategy

The internet has enabled brands to sell more of their products to an ever-expanding universe of shoppers, but digital distribution has also added complexity to the relationship between brands and retailers and other channel partners. All brands need to…

5 months, 9 days ago

Apple’s Brand Playbook Unlocked

Do you want to be like Apple? In 2010, Apple ranked as the 17th most valuable brand in the world. Just three years later, it had garnered the top spot and has remained there. Since 2010, Apple’s brand value has increased at a compound annual growth rat…

5 months, 15 days ago

Amazon Flirts With Banks And Their Customers: Here’s What You Should Do

Like a football team captain at a junior high dance, Amazon just sauntered up to a big group of people and started dropping hints about its sweet moves on the dance floor . . . Okay, that’s not exactly what’s happening here, but it sure felt like that …

5 months, 20 days ago

Q&A: Branded Manufacturers Digital Commerce Strategies

Direct-to-consumer (D2C) commerce is not a new concept for branded manufacturers, but there is certainly renewed interest and more options to choose from. With consumers ever more digitally connected, branded manufacturers are enticed by direct digital…

7 months, 26 days ago

Luxury Retail – Invest In Digital Transformation For A Successful 2018 And Beyond

Good news for luxury brands – Luxury will see continued growth for online sales and for in-store sales that are influenced by digital touchpoints, per Forrester’s newly updated Global Luxury Retail Sales Forecast 2017 to 2022. So that’s great – but, as…

9 months, 14 days ago

The Power Of Our Brand Energy Framework, Now In Your Hands

A FOND FAREWELL TO BRAND MANAGEMENT (AS WE KNEW IT) It is apparent to marketers who’ve chosen to look with a critical eye that the old-school, text book, command-and-control branding is headed the way of the dodo bird. The idea of managers contro…

10 months, 8 days ago

Predictions 2018: The Crisis Of Trust And How Smart Brands Will Shape CX In Response

Around the world, CX quality has largely stalled. Why? Multiple data sources show that customer confidence is up, spending is up, and expectations are rising as consumers interact with brands more than ever before. But the data also shows that trust in…

10 months, 12 days ago

Predictions 2018: Visionary CMOs Will Focus On Growth And Customer-Obsession

With the waning days of 2017, a fresh start emerges. CMOs again begin to plan their personal affirmations to revitalize from a draining year. Headlines awash in ad fraud, brand safety concerns, data privacy debacles, and the threat of Amazon dropping i…