Forrester

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: 1626

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: 930

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: 932

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: 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

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 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: 860

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: 950
• Rating:

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: 796
• Rating:

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: 967
• Comments: 1
• Rating:

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: 926

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: 714

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: 816

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: 730

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: 498

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: 548

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: 667

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: 659

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: 584

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: 499
• Rating:

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: 714

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: 582

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: 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

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:Ten Ways Financial eBusiness Executives Can Weather The Recession

How To Evolve Your eBusiness Strategy To Deal With The Financial Crisis

The sharp worsening of the financial crisis in the past two months and the recession in most Western markets mean that eBusiness executives need to rethink their priorities — and fast. As the...

• Downloads: 478

For eBusiness & Channel Strategy Professionals

Report:Fidelity Becomes An Online Financial Content Publisher

Personal Finance News And Commentary Dominate Redesigned Home Page

Fidelity Investments is launching a new home page more akin to Yahoo! Finance or SmartMoney.com than to any other financial services firm's home page. Fidelity.com will feature hundreds of news...

• Downloads: 466