Forrester Research : Analyst

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Bill Doyle

Vice President, Principal Analyst serving eBusiness & Channel Strategy PROFESSIONALS

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Blog: eBusiness & Channel Strategy Blog

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.

Research Coverage:

Co-Creation, Cross Channel Strategies, Customer Advocacy, Customer Experience Management, Email Customer Service, In-Store Technologies, Innovation, Marketing & Strategy, Mobile Web, Multichannel Customer Experience, Phone Self-Service, Social CRM

Reports (11)
Charts & Figures (2)

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eBusiness & Channel Strategy (10)
CMO (1)

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Consumer Technographics (6)

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North America (10)

11 results in Reports

Bill Doyle
Marketing Methods

For eBusiness & Channel Strategy Professionals
Report:Topic Overview: Customer Advocacy
Bill DoyleNovember 26, 2007
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: 1626
For eBusiness & Channel Strategy Professionals
Report:Customer Advocacy 2008: How US Consumers Rate Their Banks, Brokerages, And Insurers
Bill DoyleJune 23, 2008
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: 930
For eBusiness & Channel Strategy Professionals
Report:Case Study: Charles Schwab Storms Back By Focusing On Customer Loyalty
Bill DoyleMay 21, 2008
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: 934
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
Bill DoyleDecember 08, 2008
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: 1020
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
Bill DoyleNovember 25, 2008
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: 785
For eBusiness & Channel Strategy Professionals
Report:Customer Advocacy 2007: How Customers Rate Banks, Brokerages, Insurers, and Credit Card Issuers
Bill DoyleJune 25, 2007
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: 499
- 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
Bill Doyle, Peter WannemacherApril 09, 2009
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: 646
- Rating:
For eBusiness & Channel Strategy Professionals
Report:What US Affluent Investors Want From Their Investment Firms' Web Sites
Account Data Is Most Important, With Vanguard Rated Highest For Quality
Bill Doyle, Peter WannemacherFebruary 12, 2009
More than three-quarters of all US online affluent investors use their investment firms' Web sites, up from two-thirds in 2005. What site features do they value most? Balances and holdings are by far...
- Downloads: 600
For eBusiness & Channel Strategy Professionals
Report:Big US Banks Now Have Just One Way To Grow
Blocked From Becoming "Too Big To Fail," Big Banks Need To Earn More Customer Loyalty
Bill DoyleMarch 29, 2010
The biggest US banks aren't going to be allowed to grow further through acquisitions of other banks. Therefore, they're going to have to master organic growth — holding onto the customers they...
- Downloads: 505
For CMO Professionals
Report:Big US Banks Need More Customer Loyalty
Bill DoyleMay 17, 2010
Forrester's research shows that a key driver of loyalty for consumers is customer advocacy — the perception on the part of customers that a firm does what's best for them, not just what's best...
- Downloads: 379
- Comments: 1
- Rating:
For eBusiness & Channel Strategy Professionals
Report:How Canadians Rate Their Banks On Customer Advocacy
Bill DoyleNovember 15, 2007
Forrester's research shows that a key driver of deeper customer relationships is a trait we call "customer advocacy," the perception by customers that a firm has their best interests at heart. When...
- Downloads: 216

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Bill Doyle

Vice President, Principal Analyst serving eBusiness & Channel Strategy PROFESSIONALS

Research Coverage:

Refine your results

Role

Methodology

Industry

Region

For eBusiness & Channel Strategy Professionals

Report:Topic Overview: Customer Advocacy

For eBusiness & Channel Strategy Professionals

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

For eBusiness & Channel Strategy Professionals

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

For eBusiness & Channel Strategy Professionals

Report:Lessons In How To Retain Financial Services Customers

For eBusiness & Channel Strategy Professionals

Report:How The Financial Crisis Will Affect Bank Customer Loyalty

For eBusiness & Channel Strategy Professionals

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

For eBusiness & Channel Strategy Professionals

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

For eBusiness & Channel Strategy Professionals

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

For eBusiness & Channel Strategy Professionals

Report:Big US Banks Now Have Just One Way To Grow

For CMO Professionals

Report:Big US Banks Need More Customer Loyalty

For eBusiness & Channel Strategy Professionals

Report:How Canadians Rate Their Banks On Customer Advocacy

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