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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23 results in Reports

  • Bill Doyle
  • Customer Intelligence
  • Consumer Technographics
  • 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: 957
  • 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: 792
  • 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: 503
  • 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: 556
  • 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: 677
  • 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: 505
    • Rating:
  • 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: 666
    • 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: 609
  • 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: 472
  • 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: 435
  • 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: 473
  • 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: 380
  • For eBusiness & Channel Strategy Professionals

    Report:US Online Trading Forecast: 2006 To 2011

    By 2011, Forrester expects 12 million US households to be trading online — a 48% increase over today. The bull market is driving current gains. But other factors will also fuel the growth of...

    • Downloads: 272
  • 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: 266
  • 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: 219
  • 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: 195
  • 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: 195
  • 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: 178
  • 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: 139
  • 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: 2
  • 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: 117
  • 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: 109
  • For eBusiness & Channel Strategy Professionals

    Report:Free Online Trades Won't Trigger A Price War — Yet

    Bank of America Offer Won't Grab Market Share, But It Will Change Investor Expectations

    Offers of free online trades from Bank of America and upstarts haven't forced the top direct brokerages to lower their own commissions. It's no surprise: Few US households trade often enough to...

    • Downloads: 80