Forrester

For eBusiness & Channel Strategy Professionals

Report:2013 Mobile Wealth Management Functionality Benchmark

E-Trade And Fidelity Lead The Pack

With investor expectations rising and substantial business at stake, digital wealth management teams know they need to improve their portfolios of mobile sites and apps. Forrester evaluated the...

• Downloads: 305

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: 594

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: 574
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For eBusiness & Channel Strategy Professionals

Report:Case Study: Vanguard Uses Social Media To Learn From Its Clients

Adoption of social media among investors is relatively high, but many investment firms have been slow to embrace the medium. The Vanguard Group has had success by using social media to engage with...

• Downloads: 527
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For eBusiness & Channel Strategy Professionals

Report:Case Study: Ameriprise Uses LinkedIn To Help Consumers Find Advisors

Social media will have an outsized impact on relationship-based businesses like investment firms, life insurers, and private banks. Some of these wealth management firms are piloting programs that...

• Downloads: 448

For eBusiness & Channel Strategy Professionals

Report:How To Create A Site That Appeals To Affluent Investors

Use Importance And Quality Ratings To Prioritize Improvements To Your Site

Four out of five US online affluent investors visit their investment firms' websites at least a few times a year. What secure-site features do they value most? Account inquiry features —...

• Downloads: 457
• Comments: 1
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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: 968
• Comments: 1
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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: 715

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: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: 651
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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: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
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For eBusiness & Channel Strategy Professionals

Report:Customer Advocacy 2010: How Canadian Customers Rate Their Banks

Forrester's research shows that a key driver of customer retention and deeper customer relationships is a trait we call "customer advocacy," the perception by customers that a firm does what's best...

• Downloads: 277

For CMO Professionals

Report:Big US Banks Need More Customer Loyalty

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: 378
• Comments: 1
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For CMO Professionals

Report:How Financial Services Firms Earn Customer Loyalty

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: 591

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

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 eBusiness & Channel Strategy Professionals

Report:How Canadians Rate Their Investment And Insurance Firms On Retirement Planning

Top Firms Include Investors Group And RBC Wealth Management

With nearly 5 million Canadians headed into retirement in the next 10 years — and younger Canadians beginning to plan for their own retirements — eBusiness and channel strategy...

• Downloads: 290

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: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:Financial Advisors Lift Customer Advocacy Scores

Advised Investors Rate Their Investment Firms Higher On Customer Advocacy

Investors who use advisors are more likely than other investors to rate their investment firms high on customer advocacy. When the advisor is at their primary investment firm, US investors are even...

• Downloads: 254

For eBusiness & Channel Strategy Professionals

Report:Customer Advocacy 2009: How Customers Rate Canadian Banks

Scores Drop Overall, But RBC Rises And Credit Unions Lead

Customer advocacy — the extent to which a firm's customers believe it does what's best for them rather than its own bottom line — is a key predictor of customer retention and growth....

• Downloads: 304

For eBusiness & Channel Strategy Professionals

Report:US Millionaires Use Multiple Channels To Interact With Their Financial Advisors

Satisfaction Rises With Range Of Channels Used — Not Just Contact Frequency

Four in five US millionaires have financial advisors, and they use a variety of channels to communicate with them: three or more, on average, in the past year. Phone and in-person are the most widely...

• Downloads: 530

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
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For eBusiness & Channel Strategy Professionals

Report:How US Consumers Research Retirement

Many Sources Are Used, But Financial Advisors Are Considered Most Helpful

Less than half of US online adults have done retirement research. Consumers who are worried about having enough money to retire are less likely to have done research; investors and older consumers...

• Downloads: 457

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
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