Measuring Influence Is Hot

Happy New Year! At the beginning of the year (and the start of a new decade), it's appropriate to acknowledge one of the year's hottest trends: Influence Measurement.

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The globalization of eCommerce in 2010

The global recession brought with it many predictions of slowing – if not reversing – globalization. Media outlets reported on a decrease in cross-border initiatives and decline in global trade.

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MROC Incentives

Over the past few months I've been listening to presentations and talking with various clients and vendors about the world of market research communitities. As the individual responsible for managing the consumer MROC we have here at Forrester, I'm always interested to hear what other people are thinking in this space.

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Social Media is the New Super Bowl: Pepsi Refresh and What It Means to Marketers

If you track Social Media news, I'm sure you saw the eye-catching headline: "Pepsi's Big Gamble: Ditching Super Bowl for Social Media".  For the first time in 23 years--23 years!--the brand will not be purchasing a Super Bowl spot.  Instead, it is sinking $20M into a Social Media program called Pepsi Refresh.

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Multichannel customer experience: Replacing my Verizon FiOs Router

Recently I had one of my own customer experiences that shows just how hard it is to get all the elements of a multichannel interaction working right.
 
Here’s some context: Over a year ago I switched from Comcast to Verizon FiOS for my home television service and internet access. So far I’ve been very satisfied with my choice – I like the FiOS product better and the Verizon people I’ve dealt with have been great, especially the woman who signed me up and the guy who installed the service.
 

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