For eBusiness & Channel Strategy Professionals

How Dutch Consumers Use The Net To Research And Buy Financial Products

The Web's Role As A Sales Channel Is Growing Fast In The Netherlands

by Alexander Hesse, November 20, 2009

The Internet's role as a distribution channel for financial products is growing fast in the Netherlands. Nearly half of Dutch Net users researched at least one financial product online in the past year, compared with 40% in 2007, and one in five bought . . .

For eBusiness & Channel Strategy Professionals

Online-Influenced Sales Exceed Direct Sales In Financial Services

How The Internet Influences Sales In Other Channels

by Brad Strothkamp, November 20, 2009

In 2008, the majority of US online adults who researched a financial product did so online, and the majority of those online researchers applied in a channel other than the Web. These cross-channel shoppers illustrate the importance of online-influenced . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: US Mobile Investing  (663 KB PPT)

by Jacqueline Anderson, November 5, 2009

This highlight deck summarizes the key findings related to incidence, interest and barriers to mobile investing. This is the first survey highlight in a series from the North American Technographics Investments And Insurance Online Survey, Q3 2009 (US).

For Consumer Market Research Professionals

Technographics® Survey Highlights: US Online Consumers' Investment Behaviors  (549 KB PPT)

by Jacqueline Anderson, October 28, 2009

This highlight deck summarizes the key findings related to consumers' investment behaviors. This is the third survey highlight in a series from the North American Technographics Investments And Insurance Online Survey, Q3 2009 (US).

For eBusiness & Channel Strategy Professionals

Seizing Insurance's Mobile Opportunity

Customer Adoption And Investment Grow As US Insurers Play Catch-Up

by Chad Mitchell, October 22, 2009

Smartphone adoption among US insurance customers is growing, and customers are beginning to engage with insurers via the mobile Web for policy administration, claims, and bill pay. eBusiness and emerging channel strategy executives at US insurers like . . .

For eBusiness & Channel Strategy Professionals

How UK Banking Customers Use Different Channels

by Benjamin Ensor, October 9, 2009

The steady growth of online banking in the UK over the past decade is changing the way people use other banking channels. Half of UK adults still visit a branch each month, although the number of regular branch users has fallen. Banks' efforts to persuade . . .

For eBusiness & Channel Strategy Professionals

The Web Channel Has A Key Role In Cross-Selling Financial Products

by Brad Strothkamp, September 29, 2009

Forrester has published a report to help financial service product executives understand and exploit opportunities to cross-sell existing customers into broader relationships. This report is also critical for eBusiness and channel strategy professionals. . . .

For Consumer Product Strategy Professionals

Solving The Cross-Sell Imperative In Financial Services

Moving Beyond Desire To Actually Get Customers To Buy More

by Brad Strothkamp, September 25, 2009

The goal of cross-selling additional products to consumers is the mantra of every business executive, regardless of industry. But in financial services, it has been mostly an elusive goal: A good portion of consumers are open to buying multiple products . . .

For eBusiness & Channel Strategy Professionals

Why Americans Research Financial Products Online But Buy Through Other Channels

Channel Switching Is Driven Largely By Security And Support Issues

by Edward Kountz, Peter Wannemacher, September 22, 2009

Many US customers use multiple channels when buying financial services products, crossing channels during their path to purchase. Among online adults, 41% of financial product applicants research online but buy offline. Security and a need for hand-holding . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: Online Banking Usage And Customer Journey For Financial Products  (439 KB PPT)

by Olesia Klevchuk, September 15, 2009

This highlight deck summarizes the key findings related to financial services from Forrester's European Technographics Benchmark Survey, Q2 2009. This is the third survey highlight in a series from the European Technographics Benchmark Survey, Q2 2009.

For eBusiness & Channel Strategy Professionals

Case Study: Nationwide Insurance Uses Mobile To Offer Customers Self Service On The Road

A Mobile POST Case Study

by Julie A. Ask, Chad Mitchell, September 11, 2009

Nationwide Mutual Insurance was the first US insurer to develop a custom mobile application for the Apple iPhone. The firm's mobile application offers customers the ability to file a claim and upload pictures of an accident, follow a detailed accident . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: US Youth Financial Behaviors And Attitudes  (442 KB PPT)

by Jacqueline Anderson, August 31, 2009

This highlight deck summarizes the key findings related to travel from Forrester’s North American Technographics Youth Online Survey, Q2 2009 (US). This is the third survey highlight in a series from the North American Technographics Youth Online Survey, . . .

For Customer Experience Professionals

Service Seekers Are More Loyal Than Price Seekers

Examining Four Segments Of Consumers Across 12 Industries

by Bruce D. Temkin, August 31, 2009

In previous research, Forrester created four segments of consumers based on their interest in low prices and good customer service: Service Seekers, Price Seekers, Price & Service Seekers, and Others. We examined the loyalty of these segments across . . .

For eBusiness & Channel Strategy Professionals

US Investors Continue To Adopt eStatements

by Bill Doyle, August 21, 2009

Investor adoption of eStatements continues to inch forward. What's holding back wider adoption of eStatements? Most brokerage clients say that they need a paper statement for their records.

For eBusiness & Channel Strategy Professionals

European Online Banking Users Employ Few Features

Online Banking Is Mostly Used For Information And Routine Transactions

by Vanessa Niemeyer, Ph.D., Lauriane Camus, August 20, 2009

The number of Europeans who bank online has grown by 30% from 69 million in 2006 to nearly 92 million in 2009. Despite that growth, the behavior of online banking users hasn't changed much. Checking account balances, looking at statements, and viewing . . .

For eBusiness & Channel Strategy Professionals

US Teen Millennials Underscore The Vital Nature Of The Online Channel To Financial Services

Profiling The Financial Attitudes And Behavior Of US Online Teenagers

by Brad Strothkamp, Peter Wannemacher, August 13, 2009

There are roughly 20 million Teen Millennials — individuals between 13 and 17 years old — in the US. As consumers, Teen Millennials tend to be loyal to brands but mistrustful of financial providers. Forrester's data shows that despite educational efforts . . .

For Customer Intelligence Professionals

Why Consumers Subscribe To Financial Services Emails

Understand How To Find New Email Subscribers And Keep Their Interest

by Julie M. Katz, June 24, 2009

Marketing emails from financial institutions have grown substantially. Despite this growth, consumers remain skeptical about financial services emails. To counter the skepticism, email marketers should increase the amount of information and control consumers . . .

For Consumer Product Strategy Professionals

Enhance Your Product Strategy With Convenient Customer Service

by Doug Williams, June 22, 2009

Customer service has become an integral part of product strategy, and, as such, it should now be a primary concern of consumer product strategy professionals. Customer service has also grown more complex: Consumers used to simply bring the product back . . .

For eBusiness & Channel Strategy Professionals

How Italian Banking Customers Use Different Channels

by Vanessa Niemeyer, Ph.D., June 1, 2009

Italian banking customers' channel use differs from that of most other Western Europeans. While customers elsewhere in Europe migrate from the branch to the Web, branch use in Italy keeps growing and online banking use remains low. eBusiness and channel . . .

For eBusiness & Channel Strategy Professionals

How Swedish Banking Customers Use Different Channels

by Alexander Hesse, May 27, 2009

With only 12% of Swedish banking customers using branches, Sweden has the lowest branch use in Europe. Swedish banks have successfully migrated the majority of their customers to ATMs and online banking — 83% and 71%, respectively. When they move customers . . .

For eBusiness & Channel Strategy Professionals

Using Channel Satisfaction Data To Build The Business Case For eBusiness

by Carrie Johnson, Elizabeth Davis, May 26, 2009

Forrester recently released a report showing the results of a survey of more than 4,500 US consumers and their level of satisfaction with Web, phone, and in-person interactions across 12 different industries. The report allows eBusiness and channel strategy . . .

For eBusiness & Channel Strategy Professionals

Customer Advocacy 2009: How Customers Rate US Banks, Investment Firms, And Insurers

by Bill Doyle, May 26, 2009

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 slip and full-service firms like Morgan Stanley skid . . .

For Customer Experience Professionals

Customer Experience Index 2008 Snapshot: Credit Card Providers

USAA Easily Dominates The Rankings

by Bruce D. Temkin, May 22, 2009

Forrester asked nearly 4,600 consumers about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on these consumer responses, we calculated the Customer Experience Index (CxPi) . . .

For Customer Experience Professionals

Customer Service Trumps Price

US Consumers Pick Good Customer Service Over Low Prices In 12 Industries

by Bruce D. Temkin, May 15, 2009

Forrester asked nearly 4,600 consumers how they choose the companies they do business with. Across all 12 industries we examined, good customer service was more important than low prices; the largest gaps were uncovered for banks, investment firms, and . . .

For eBusiness & Channel Strategy Professionals

What Makes Credit Union Customers Different?

Greater Loyalty, More Trust, And Higher Interest In Product Purchase

by Brad Strothkamp, Peter Wannemacher, May 13, 2009

US credit unions currently serve more than 90 million members and control 18% of the US checking account market. Credit union customers tend to own more financial products and are more likely to bank, view statements, and pay bills online than customers . . .