Forrester

For Customer Insights Professionals

Report:Consumer Attitudes Toward Loyalty Programs Deteriorate

Landscape: The Customer Loyalty Playbook

Consumers join programs of brands they like, but they limit their participation to only a few programs and are motivated by the desire to seek out discounts. Since 2008, consumer attitudes toward...

• Downloads: 846

For eBusiness & Channel Strategy Professionals

Report:eBusiness Professionals In Financial Services: Social Media Is About More Than Just Marketing

eBusiness Has A Key Role In The Understanding And Usage Of Social Media

Forrester recently published an analysis of the social habits of financial service customers along with a scan of current regulations and existing social marketing efforts. Overall, social media...

• Downloads: 585

For eBusiness & Channel Strategy Professionals

Report:Best Practices In Multichannel Financial Services Sales

Take An Agile Approach To Support Customers Across Multiple Touchpoints

The rapid development of customer touchpoints, increasing customer expectations, and the pressure for success in the competitive market forces eBusiness and channel strategy executives at financial...

• Downloads: 1737

For eBusiness & Channel Strategy Professionals

Report:European eBusiness Executives Take A Cautious Approach To Daily Deals

Brand And Margin Protection Inhibit Adoption, But Other Approaches Are Emerging

Skepticism is the watchword across Europe as eBusiness executives consider engaging with daily deals sites such as Groupon and Living Social. Concerns about brand damage and sales cannibalization are...

• Downloads: 157

For eBusiness & Channel Strategy Professionals

Report:eBusiness Teams' Two Paths To Cross-Channel Measurement Success

In The Long Term, Cross-Channel Measurement Is An Enterprisewide Concern, But In The Near Term, eBusiness Must Act Now

eBusiness and channel strategy professionals have a lot on their plates these days: Consumers are moving across channels for sales and service, spanning digital touchpoints like Twitter and public...

• Downloads: 201

For eBusiness & Channel Strategy Professionals

Tool:The Life Events That Have An Impact On Financial Services Purchases

For Marketing Leadership Professionals

Tool:Mass Influencers' Influence Is Not Just Online But Offline As Well

For Customer Insights Professionals

Report:Personal Identity Management Success Starts With Customer Understanding

With the increase in high-profile data breaches and the recent Federal Trade Commission (FTC) settlements that hold Facebook, Google, and Twitter accountable to strict privacy audit guidelines,...

• Downloads: 362
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For Marketing Leadership Professionals

Tool:Internet Banks' Customers Are By Far The Strongest Adopters Of Social Media

For Marketing Leadership Professionals

Tool:Italian, Dutch, And Swedish Banks Have The Best Opportunity For Social Media Marketing

For Marketing Leadership Professionals

Tool:The Age Skew Of Financial Products Shows In Their Consumers' Adoption Of Social Media

For Customer Experience Professionals

Report:How Customer Experience Professionals Can Use The Splinternet Engagement Index

The Splinternet Engagement Index

This report, originally written for market insights professionals, includes content relevant to customer experience professionals. Here's why: Firms deliver experiences across an increasing array of...

• Downloads: 281

For Marketing Leadership Professionals

Report:Three Ways To Find, Create, And Energize Advocates

Promote, Find, And Attract The Mass Influencers Who Matter

Fans and followers are helpful for brands, but the people who bring the greatest value in social media are not just fans but advocates — people who can and will support, engage, and share...

• Downloads: 1022

For Marketing Leadership Professionals

Tool:Nearly 80% Of Financial Services Firms Use Social Media

For Customer Insights Professionals

Report:The Facebook Factor

Quantifying The Impact Of A Facebook Fan On Brand Interactions

Quantifying the impact of a Facebook fan can be difficult and elusive for marketers. Forrester uses statistical modeling to analyze the effect of being a Facebook fan on brands. The model gives...

• Downloads: 1247
• Comments: 4
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For eBusiness & Channel Strategy Professionals

Tool:Customers Choose Financial Firms For Many Reasons Other Than The Best Price

For eBusiness & Channel Strategy Professionals

Report:Life Events Drive Financial Product Purchases

Product Strategists Must Understand The Impact Of Life Changes On The Metrics, Marketing, And Channel Strategy Of Their Products

Understanding how life events relate to the purchase of financial products has long been top of mind for product strategy professionals. By surveying more than 26,000 US online adults, Forrester has...

• Downloads: 527

For eBusiness & Channel Strategy Professionals

Report:Moving Traveler Loyalty From "Utility" To "Good"

Using Ancient Greek Philosophy As A Framework For 21st Century Travel Loyalty

The Greek philosopher Aristotle believed that there were three levels of friendships: utility, pleasure, and good. The lowest, utility, describes the current state of travel loyalty programs —...

• Downloads: 506

For Marketing Leadership Professionals

Tool:Mass Influencers Are More Likely To Fan A Company Or Brand And To Share Links

For eBusiness & Channel Strategy Professionals

Report:Next-Generation Digital Financial Services

Make It Simple, Ubiquitous, Personal, Empowering, And Reassuring

Rising customer expectations and an increasingly dynamic retail financial services market are making many financial firms' websites seem increasingly outdated. While most eBusiness executives want to...

• Downloads: 3283
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For Marketing Leadership Professionals

Report:Social Media Marketing For Financial Services

How To Navigate The Regulatory Minefield And Build Effective Social Media Programs

Financial services firms are beginning to adopt social technologies: In fact, we found that 79% of companies in the industry have some social media presence. But, held back by regulatory concerns and...

• Downloads: 1886

For eBusiness & Channel Strategy Professionals

Report:Putting The Best Sales Arguments On Financial Services Websites

eBusiness Executives Should Advertise Benefits Other Than Price

eBusiness teams at financial services firms too readily use price to promote products on their websites. In fact, few customers choose a company for the best price, and promoting other values...

• Downloads: 499
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For Marketing Leadership Professionals

Tool:PNC Bank Customers Are The Most Engaged With Several Key Social Behaviors

For Marketing Leadership Professionals

Tool:Most Financial Firms Allow User Posts On Their Facebook Pages, But Few Respond

For Marketing Leadership Professionals

Tool:Mass Influencers Have More Trust in Company And Brand Communications