1. Trends & External Forces

NPS US Benchmarks 2023: Fewer Brands Show Improvement

Written by Posted on Less than 0 min read

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

View Original Article
Member since
Forrester is one of the most influential research and advisory firms in the world. We work with business and technology leaders to drive customer-obsessed vision, strategy, and execution that accelerate growth. Forrester’s unique insights are grounded in annual surveys of more than 690,000 consumers and business leaders worldwide, rigorous and objective methodologies, and the shared wisdom of our most innovative clients. Through proprietary research, data and analytics, custom consulting, exclusive peer groups, certifications, and events, we are revolutionizing how businesses grow in the age of the customer https://go.forrester.com/blogs/
Do you like Forrester's articles? Follow on social!

More from Forrester

  1. Trends & External Forces

Predictions 2024: Banks Face A Boring, Yet Dangerous, Year Ahead

The year ahead may be relatively uneventful for the banking industry — but don’t count it out. Here are a few of the key trends to look out for. View Original Article Predictions and Forecasts Forrester Member since December 5, 2020 Loading + Follow Following Forrester is one of the most influential research and advisory […]
< 1 min read
0
  1. Shopper & Customer

Consumer Spending Trends — 2023 Edition

Has The Economy Got You Down? It’s 1840. Inflation is rampant, and beleaguered consumers are reeling from high prices. It’s also presidential election season, and economic woes are weighing down the campaign of incumbent President Martin Van Buren, who eventually loses to William Henry Harrison (who, for all you trivia fans, had the shortest presidential […]
< 1 min read
0
  1. Corporate Strategy

Winning At Digital: Building A Purposeful Digital Marketing Team

Learn how to communicate the capabilities and competencies needed to deliver compelling digital customer experiences and advance your business strategy. View Original Article Shoppers Strategy Forrester Member since December 5, 2020 Loading + Follow Following Forrester is one of the most influential research and advisory firms in the world. We work with business and technology […]
< 1 min read
0
  1. Technology & Innovation

Marketing And Sales Can’t Align Without This

Are your marketing and sales functions aligned? It may depend on who you ask. Business and technology decision-makers who work in sales are almost twice as likely as those in marketing to say that marketing operates independently or is minimally aligned with other internal functions. Whether the disconnect is more perception or reality, the results […]
< 1 min read
0
  1. Shopper & Customer

50/50: Gratuity Has Reached A Tipping Point

Tipping fatigue is growing as automatic prompts on digital points of sale proliferate. Find out the consumer sentiment on this hot topic. View Original Article Consumers Forrester Member since December 5, 2020 Loading + Follow Following Forrester is one of the most influential research and advisory firms in the world. We work with business and […]
< 1 min read
0
  1. Shopper & Customer

Introducing Forrester’s Generative AI Consumer Outlook Quarterly Blog Series

Generative AI continues to be the topic du jour as businesses race to understand the technology for fear of being left behind. But what about consumers? Forrester is closely tracking this. I’ll be taking you through how consumers know, feel, and use generative AI every quarter. And no, this blog post was not written by […]
< 1 min read
0
  1. Retail Operations

Generative AI Promises Conversational CX For Customers And CX Pros

The Potential Of Generative AI For Customer Journey Mapping, Analytics, And Orchestration Generative AI’s transformative impact on journey mapping, journey analytics, and journey orchestration has only just begun. It promises to connect humans to complex journey data in more natural ways and generate hyperpersonalized recommendations for people and systems working with customers. It has the […]
< 1 min read
0
  1. Data & Insights

The Latest And Greatest Marketing Measurement Service Providers

The marketing analytics category — which spans software services that help measure marketing and media efficacy — has grown significantly in the past three years. According to Forrester’s data, adoption of unified measurement methods has increased by 13% since 2021; marketing mix modeling is one of the top five technologies a marketer plans to use […]
< 1 min read
0
  1. Trends & External Forces

US Retail And E-Commerce Sales Trends, 2023

In this blog, we analyze the recent trends in US retail and e-commerce sales and share our key takeaways that brands should know for the rest of 2023. Retail sales growth in the United States is currently gradually decelerating, which can be attributed to three key factors: The substantial savings that households accumulated during the […]
3 min read
0
  1. Trends & External Forces

The Future Of Retail: Building Physical Stores For A Digital World

Transform traditional retail stores into dynamic, customer-centric spaces that enhance experiences and drive business outcomes. View Original Article Editor's Choice Brick and Mortar Trends: Retail Shoppers Predictions and Forecasts Metaverse Forrester Member since December 5, 2020 Loading + Follow Following Forrester is one of the most influential research and advisory firms in the world. We […]
< 1 min read
0
  1. Data & Insights

Predictions 2024: Generative AI Transitions From Hype To Intent

Will generative AI live up to the hype in 2024? The short answer is yes. Learn more in our 2024 predictions for artificial intelligence. View Original Article Editor's Choice AI Technology & Innovation Predictions and Forecasts Forrester Member since December 5, 2020 Loading + Follow Following Forrester is one of the most influential research and […]
< 1 min read
0
  1. Corporate Strategy

The Rise Of Experience-Fueled Growth

Providing exceptional experiences is a winning growth strategy. Learn what’s needed from marketing, sales, and product teams to implement it. View Original Article Strategy Forrester Member since December 5, 2020 Loading + Follow Following Forrester is one of the most influential research and advisory firms in the world. We work with business and technology leaders […]
< 1 min read
0
  1. Uncategorized

Field Marketing In Crisis? New Forrester Study Reveals The State Of Field Marketing In 2023

Findings of the State of Field Marketing Study, 2023 to be unpacked at upcoming EMEA and APAC B2B Summit events. View Original Article Forrester Member since December 5, 2020 Loading + Follow Following Forrester is one of the most influential research and advisory firms in the world. We work with business and technology leaders to […]
< 1 min read
0
  1. Data & Insights

From Taylor Swift To “Civil War” — Brand AI Models Clean Up AI Creative Pollution

Recently released posters promoting the feature film Civil War stirred controversy. But not the kind of controversy that its studio parent A24 was looking for. The AI-generated visuals used in the posters caused immediate backlash among commercial artists and consumers over their inaccuracy and lack of production quality. One depicts a military gun boat on […]
< 1 min read
0
  1. Trends & External Forces

US Offline Retail Sales Will Reach $4.2 Trillion By 2028

Our newly published research, US Online Retail Forecast, 2023 To 2028, shows that both offline and online US sales will reach record levels this year. As we’ve said many times, the store is flourishing and far from “dead!” View Original Article Technology & Innovation Trends: Retail Predictions and Forecasts Editor's Choice Forrester Member since December […]
< 1 min read
0
5
  1. Acquisitions, Divestitures & Mergers

Announcing The Forrester Wave™: Vulnerability Risk Management, Q3 2023

A lot has changed since the last Forrester Wave™ evaluation on vulnerability risk management (VRM) in 2019. Since then, the VRM market has experienced several mergers, an unprecedented increase in volume of common vulnerabilities and exposure, and vulnerabilities such as Log4j that will forever live in infamy (and responder nightmares). All these factors mean that […]
< 1 min read
0
  1. Corporate Strategy

Power Up Your Content With A Plan On A Page

A list of characteristics is not a plan! Get yours in order by capturing your consolidated B2B content strategy in a Forrester content plan on a page. View Original Article Strategy Forrester Member since December 5, 2020 Loading + Follow Following Forrester is one of the most influential research and advisory firms in the world. […]
< 1 min read
0
  1. Trends & External Forces

Predictions 2024: The Winners Will Be Those Who Weave Value Around Payments

The payments players who will make a difference in the coming year will be those who realize that it’s not what you do but how you do it. View Original Article Predictions and Forecasts Forrester Member since December 5, 2020 Loading + Follow Following Forrester is one of the most influential research and advisory firms […]
< 1 min read
0
  1. Shopper & Customer

All Brands Need A DTC Digital Strategy, But Not Necessarily Direct Digital Sales

Should all brands sell directly to consumers online? How should brands work with online marketplaces? What does direct to consumer (DTC) mean for existing retail partner and distributor relationships? Consumer-facing brands still have a lot of questions about their DTC digital engagement and commerce capabilities. But the opportunities are not “one size fits all.” To […]
< 1 min read
0
Next