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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9 results in Reports

  • Bill Doyle
  • Packaged Solutions
  • 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: 1642
  • 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: 952
  • 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: 962
  • 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: 1034
  • 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: 511
  • 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: 673
  • 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: 616
  • For eBusiness & Channel Strategy Professionals

    Report:Collaborative Advice

    Using Digital Touchpoints To Enhance Advisor-Client Relationships

    In the past, financial advisors and agents typically didn't involve clients in the advice generation process. They worked their magic behind the scenes and then presented clients with the final...

    • Downloads: 489
  • For eBusiness & Channel Strategy Professionals

    Report:How Canadians Rate Their Banks On Customer Advocacy

    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: 221