Forrester

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: 379
• Comments: 1
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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 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: 458

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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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:What Morgan Stanley Smith Barney Must Do Now

The Combined Firm Needs Better Electronic Channels For Advisors And Clients And Needs To Abandon The "House Brand" Financial Supermarket Model

To succeed with today's investors, Morgan Stanley Smith Barney will need more than an advisor army; it must do a better job for clients. Today's clients — and their advisors — need better...

• Downloads: 376

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

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: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: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: 934

For eBusiness & Channel Strategy Professionals

Report:Online Tax Filers Double In Number

More than 20 million US households currently file their taxes online — double the number of online filers from five years ago. Today's online tax filers represent a broader cross-section of...

• Downloads: 191

For eBusiness & Channel Strategy Professionals

Report:The Social Technographics® Of US Online Bankers

As consumer adoption of social media rises and alters the relationship between companies and consumers, eBusiness professionals at banks must understand how their online customers use and interact...

• Downloads: 429

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: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: 216

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: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
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For eBusiness & Channel Strategy Professionals

Report:Who's Willing To Pay The Most For A Financial Plan?

Many consumers realize they cannot develop a sound investment plan on their own. But are they willing to pay to have the plan developed for them? We found that Validators — investors who gather...

• Downloads: 113

For eBusiness & Channel Strategy Professionals

Report:What Prospects Want From Investment Firms' Sites

Prospective Clients Who Research Online Become Great Customers

Investors are increasingly likely to turn to the Web when making decisions about where to put their money. Those who use investment firms' Web sites when choosing a firm turn into more satisfied and...

• Downloads: 175

For eBusiness & Channel Strategy Professionals

Report:US Online Trading Forecast, 2006 To 2011

This Data Chart offers an overview of the growth of the US online trading and investment community since 2001. It summarizes the factors that will most influence the online trading marketplace...

• Downloads: 1

For eBusiness & Channel Strategy Professionals

Report:Consumers Aren't Comfortable Estimating What They'll Need For Retirement

Americans younger than 60 bear more responsibility for financing their retirements than previous generations did. As a result, individual financial plans for retirement are more important than ever....

• Downloads: 192

For eBusiness & Channel Strategy Professionals

Report:Canadian Online Trading Forecast: 2007 To 2012

By 2012, Forrester expects 1.54 million Canadian households to be buying and selling investments online — a 73% increase over today. What will drive adoption? Market performance will have the...

• Downloads: 136

For eBusiness & Channel Strategy Professionals

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

Almost two-thirds of online mass-affluent investors have visited their primary investment firms' Web site in the past year. What content and features do they value most? Account balances and...

• Downloads: 264

For eBusiness & Channel Strategy Professionals

Report:Free Online Trade Offers Won't Grab Market Share

But Wells Fargo's Offer, Like Bank Of America's, Will Change Investor Expectations

A new offer of free online trades from Wells Fargo, like a recent offer from Bank of America, won't succeed in taking meaningful market share from any of the top direct brokerages because few of the...

• Downloads: 107