For over ten years, Forrester Research (an independent research
company with headquarters in Cambridge (MA)) has supported business leaders
who want to differentiate their offerings by delivering excellent customer experience.
Forrester coined the term "Experience Based Differentiation" to describe
a systematic approach to interacting with customers that consistently builds
loyalty.
On this page, we will introduce some of the research that Forrester
has written about Customer Experience and Experience Based Differentiation.
"Design Persona Best Practices From Japan
"
Forrester Research, Inc., September 16, 2008
"Thirteen Obstacles To Persona Success
"
Forrester Research, Inc., August 29, 2008
"How To Choose-And Use-A Primary Persona
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Forrester Research, Inc., December 28, 2006
"Common Persona Misconceptions Debunked Understand What Makes A Valid Persona To Avoid Failures
"
Forrester Research, Inc., September 6, 2006
"Segmentation Versus Personas: Where Should B2B Marketers Start?
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Forrester Research, Inc., June 2, 2006
"How Design Personas Differ From Typical Customer Segmentation Models
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Forrester Research, Inc., May 25, 2006
"Persona Rooms: What, Why, And How
"
Forrester Research, Inc., April 5, 2006
"How To Craft User Goals For Expert Evaluations
Where To Look For Useful Data When Qualitative User Research Isn't Available
"
Forrester Research, Inc., December 23, 2005
"Best Practices Of Web Design Agencies"
Forrester Research, Inc., November 18, 2005
"Web Design Agencies, Q3 2005 Evaluation Of Top Agencies Across 18 Criteria
"
Forrester Research, Inc., October 6, 2005
"Site Design Personas: How Many, How Much"
Forrester Research, Inc., June 3, 2005
"How Brands Succeed Online"
Forrester Research, Inc., June 9, 2005
"Where To Get Help With Persona Projects"
Forrester Research, Inc., February 24, 2005
"Overcoming Barriers To Persona Creation"
Forrester Research, Inc., November11, 2004
"Persona Best Practices: Developing Your Customer Research Plan"
Forrester Research, Inc., September23, 2004
"How To Design Sites That Satisfy Millions Of Users"
Forrester Research, Inc., September10, 2004
"Scenario Design: A Disciplined Approach To Customer Experience"
Forrester Research, Inc., July19, 2004
"Web Design Agencies Show Persona Best Practices"
Forrester Research, Inc., July8, 2004
"How To Choose A Vendor For Design Personas"
Forrester Research, Inc., June17, 2004
"Amazon, Staples Share Persona Secrets At Shop.org"
Forrester Research, Inc., January29, 2004
"Persona Best Practices From Discover Card"
Forrester Research, Inc., January8, 2004
"The Power Of Design Personas"
Forrester Research, Inc., December 2003
"Scenario Design Depends On Personas"
Forrester Research, Inc., August14, 2001
