Bill Doyle

Vice President, Principal Analyst serving eBusiness & Channel Strategy PROFESSIONALS

Bill serves eBusiness & Channel Strategy Professionals. He specializes in the attitudes and behaviors of mass-affluent and affluent investors; online investing; brokerages, mutual funds, and insurers; financial advisors; financial firms' websites; and customer loyalty. He has helped brokerages, asset managers, and insurers design their websites and understand their market opportunities. His recent reports include "Segmenting Today's Investors."

During his 12 years at Forrester, Bill has led the company's coverage of the financial services industry. He has led research on other industries as well, including media and online advertising. Bill is the author of several Forrester Big Idea documents, including "Customer Advocacy: The Secret To Loyal Financial Services Customers."

Previous Work Experience

Before joining Forrester, Bill spent 14 years designing, building, and running online services for business and consumer users. As a producer-in-chief for the AT&T Business Network, Bill led the design and implementation of one of AT&T's first web-based products. He also led the development and launch of Ziff-Davis Interactive's services for Prodigy.

Before Ziff-Davis, Bill was a vice president and creative director of new product development at Citibank, where he led the development of the user interface and applications for the first full-screen consumer telephone. He also managed relationship marketing for Citibank's PC banking service. Prior to Citibank, Bill helped build and then run Huttonline, the first-ever online service from a full-service brokerage. He was also a researcher and writer at Newsweek.

Bill has been widely quoted in publications including BusinessWeek, The New York Times, USA Today, and The Wall Street Journal. He is a much sought-after speaker and moderator at conferences. As host of Forrester's Financial Services Forum for 10 years, Bill has conducted on-stage interviews with the chairmen and CEOs of dozens of major firms, including American Express, Bank of America, Capital One, Charles Schwab, Citi, Edward Jones, and Vanguard.

Education

Bill is a graduate of Harvard University.

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84 results in Reports

  • Bill Doyle
  • For eBusiness & Channel Strategy Professionals

    Report:Topic Overview: Customer Advocacy

    Forrester's research shows that a key driver of deeper customer relationships is a trait we call "customer advocacy" — the perception on the part of customers that a firm does what's best for...

    • Downloads: 1637
  • For eBusiness & Channel Strategy Professionals

    Report:Customer Advocacy 2008: How US Consumers Rate Their Banks, Brokerages, And Insurers

    Consumers who rate their financial services providers high on customer advocacy are more likely to consider those firms for additional financial products. USAA customers give their firm the highest...

    • Downloads: 944
  • For eBusiness & Channel Strategy Professionals

    Report:Case Study: Charles Schwab Storms Back By Focusing On Customer Loyalty

    After stumbling badly in the early 2000s, Charles Schwab bounced back, thanks to a strategy built around customer advocacy and loyalty. The strategy of driving organic growth by doing what's right...

    • Downloads: 957
  • For eBusiness & Channel Strategy Professionals

    Report:Lessons In How To Retain Financial Services Customers

    Insights From Industry Keynote Presentations At Forrester's 2008 Finance Forum

    In times of crisis, smart financial services firms focus on the customers they already have. Smart channel strategy executives do their part by delivering superior customer experiences. At...

    • Downloads: 1031
  • For eBusiness & Channel Strategy Professionals

    Report:The Top Five Trends In Digital Wealth Management For 2012

    Mobile, Social, Video, Advice, And Usability Will Change Retail Investing

    Rocketing adoption — by financial advisors and agents as well as investors — is driving five digital trends that will change the wealth management industry. Smart eBusiness managers will...

    • Downloads: 1150
    • Comments: 1
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:The State Of Mobile Investing

    Mobile is the hot channel these days. A number of investment firms have developed mobile apps, and many offer dedicated mobile Web sites. Consumer adoption is ticking up: Today, 11% of investors are...

    • Downloads: 983
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:Customer Advocacy 2010: How Customers Rate US Banks, Investment Firms, And Insurers

    Consumer trust in financial institutions is returning. One year after the financial crisis brought the US economy to its knees, customers are more likely to say their financial institutions do what's...

    • Downloads: 882
  • For eBusiness & Channel Strategy Professionals

    Report:How The Financial Crisis Will Affect Bank Customer Loyalty

    Big US Banks Need To Demonstrate Customer Advocacy Now More Than Ever

    Customer advocacy scores are down this year as the financial crisis takes its toll. Low customer advocacy scores are bad news for any firm that wants to deepen relationships with existing customers....

    • Downloads: 792
  • For eBusiness & Channel Strategy Professionals

    Report:Mobile And Social Technologies Come Late To Wealth Management

    Younger Generations Are Just The First Wave Of Mobile and Social Adopters

    To date, traditional investment and life insurance firms have been insulated from the disruptive forces of mobile and social technologies because their best clients are older. In countries around the...

    • Downloads: 1004
  • For eBusiness & Channel Strategy Professionals

    Report:Customer Advocacy 2009: How Customers Rate US Banks, Investment Firms, And Insurers

    US consumers rate their financial services firms lower than ever in our most recent customer advocacy survey. Investment firms as a group rank lowest as former high-fliers Edward Jones and Vanguard...

    • Downloads: 809
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:Customer Advocacy 2011: How Customers Rate US Banks, Investment Firms, And Insurers

    Two years after a near collapse of the financial system, consumer trust in many US financial institutions has returned. But some firms rank much higher than others in our customer advocacy ratings....

    • Downloads: 848
  • For eBusiness & Channel Strategy Professionals

    Report:The Social Technographics® Profile Of US Investors

    Investors are less likely than the general online population to use social technologies such as blogs. And the more affluent an investor is, the less likely he or she is to use social media. Why?...

    • Downloads: 726
  • For CMO Professionals

    Report:How Financial Services Firms Win Loyal Customers

    Customer Advocacy 2011: How Customers Rate US Banks, Investment Firms, And Insurers

    Marketing leaders at top-ranked financial services firms have found the secret to loyal customers. Forrester calls it customer advocacy: customers' perception that a firm does what's best for them,...

    • Downloads: 804
  • For eBusiness & Channel Strategy Professionals

    Report:Investment Firms Can't Ignore Social Technologies

    No major US investment firm has used social technologies like discussion boards to build an open investor community. But social media adoption is galloping forward, especially among online traders...

    • Downloads: 740
  • For eBusiness & Channel Strategy Professionals

    Report:Benchmark 2007: Financial Services

    Early Adopters Dominate Online

    Among online US households, Early Adopters — high-income technology optimists — are the most active online bankers and investors. Compared with online Mainstream Consumers, online Early...

    • Downloads: 502
  • For eBusiness & Channel Strategy Professionals

    Report:Which Media Sites Do Financial Consumers Visit?

    Our Data Reveals An Interest In News, Sports And Social Computing

    Reaching consumers means having a presence on the Web sites they visit. Where do banking and brokerage consumers spend their time online? Among media sites, the Weather Channel and local newspapers...

    • Downloads: 556
  • For eBusiness & Channel Strategy Professionals

    Report:The Web Dominates US Auto Insurance Research

    How Auto Insurers Can Take Advantage Of Consumers' Online Research Habits

    In 2007, nearly 15 million Americans researched auto insurance on the Internet. These US online auto insurance researchers are an attractive group for insurers: They are relatively wealthy,...

    • Downloads: 677
  • For eBusiness & Channel Strategy Professionals

    Report:Who's Researching Life Insurance Online?

    Of the 3 million Americans who have researched life insurance during the past year, more than one in three used the Internet to do so, making it the second most popular research channel after...

    • Downloads: 680
  • For eBusiness & Channel Strategy Professionals

    Report:Customer Advocacy 2007: How Customers Rate Banks, Brokerages, Insurers, and Credit Card Issuers

    Customer advocacy drives real loyalty — a willingness to buy and borrow more from, and save and invest more with, a firm that a consumer already uses. When consumers rate their financial...

    • Downloads: 505
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:The Financial Crisis Spawns One-Stop Shops

    Which Consumers Are Willing To Consolidate Products At One Firm, And What Do They Want?

    The financial crisis in the US is creating a new wave of financial supermarkets that combine banking and investing. These one-stop shops hope their greater breadth will win more customer wallet...

    • Downloads: 591
  • For eBusiness & Channel Strategy Professionals

    Report:Which Digital Touchpoints Should You Focus On Now?

    Use The Splinternet Engagement Index To Jumpstart Your Agile Commerce Strategy

    This report, originally written for market insights professionals, includes content relevant to eBusiness and channel strategy professionals. Here's why: The golden age of the Web is over. The...

    • Downloads: 626
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:What US Mass-Affluent Investors Want From Their Investment Firms' Web Sites

    Account And Portfolio Data Remain Most Important

    Mass-affluent investors represent one-third of all US households and control about the same proportion of retail investment assets. Four in five online mass-affluent investors have visited their...

    • Downloads: 666
    • Rating:
  • For eBusiness & Channel Strategy Professionals

    Report:Customer Advocacy 2012: How Customers Rate US Banks, Investment Firms, And Insurers

    Our research shows that a key driver of deeper customer relationships among financial services consumers is a trait we call "customer advocacy" — the perception on the part of customers that a...

    • Downloads: 694
  • For eBusiness & Channel Strategy Professionals

    Report:Getting The Online Auto Insurance Word Out

    Auto Insurance Purchasers Frequently Do Not Know About Online Applications

    The number of US online consumers applying for auto insurance over the Internet has more than tripled in the past five years. With such staggering growth, auto insurance eBusiness managers must...

    • Downloads: 593
  • For eBusiness & Channel Strategy Professionals

    Report:How Clients Want To Interact With Financial Advisors

    Younger Consumers Prefer Online Chat, Websites, And Email

    Now more than ever, clients are using new channels to communicate with their financial advisors. Younger clients show a strong preference for communicating with advisors through digital channels like...

    • Downloads: 710
    • Rating: