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 eBusiness & Channel Strategy Professionals

Travelers Are Cashing In On Loyalty Programs

How US Online Travelers Redeem Travel Loyalty Points And Rewards

by Henry H. Harteveldt, Elizabeth Stark, November 16, 2009

Travel loyalty programs may be old news, but that old news pays the bills and generates revenue in the billions of dollars every year for travel companies. Forrester data shows that half — 52% — of all US online travelers actively use travel loyalty programs, . . .

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

Online Baby Boomers: A Demographic Profile

by Ina Mitskaviets, November 2, 2009

Online boomers comprise more than one-third of the online population in the US and wield significant purchasing power online because of their higher household income levels, employment status, and occupations. Largely explained by their age bracket, boomers . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: North American Private Label CPGs  (747 KB PPT)

by Jacqueline Anderson, October 29, 2009

This highlight deck summarizes the key findings from Forrester's North American Technographics® Media And Advertising Online Survey, Q2 2009 (US). This deck covers decision-makers' perceptions of and purchase intent toward private label consumer package . . .

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

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 eBusiness & Channel Strategy Professionals

Targeting The European Cross-Border Buyer

Online Cross-Border Buyers Are Affluent, High-Spending Online Buyers And Are Looking For The Perfect Product

by Patti Freeman Evans, Lauriane Camus, September 15, 2009

Nearly one-third of European online buyers have made Web purchases outside of their home country. Online cross-border buyers are desirable consumers because they show high online buying tenure, have high levels of disposable income, and outspend other . . .

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 eBusiness & Channel Strategy Professionals

Why Travelers Contribute Ratings, Reviews, And More Online

Travelers Are More Likely To Share Good News Than Bad News

by Henry H. Harteveldt, September 10, 2009

More than six in 10 US online leisure travelers regularly participate in travel-focused social media activities like rating a hotel. The more frequently people travel, the more likely they are to read or watch other traveler-generated content. Content . . .

For eBusiness & Channel Strategy Professionals

Poor Content Could Cost Travel eBusiness Money

Hotels Are Particularly Vulnerable Due To Inadequate Online Content

by Henry H. Harteveldt, Elizabeth Stark, September 8, 2009

Online travel content is in true need of a makeover. What written and visual content there is on travel sites — in particular, hotel supplier Web sites — is generic, poorly organized, and confusing. Travelers have had enough: Just half of US online leisure . . .

For eBusiness & Channel Strategy Professionals

Europe's Online Travelers Challenge European Online Travel Success

by Henry H. Harteveldt, September 3, 2009

In Europe, 73% of travelers are now online, up from 64% in 2007. They, however, feel the brunt of the recession — 38% of European travelers are financially worse off now than they were a year ago. Europe's online leisure travelers use technology but don't . . .

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

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 eBusiness & Channel Strategy Professionals

Success In Mobile Commerce Means Asking The Right Questions Now

by Sucharita Mulpuru, July 16, 2009

Forrester recently adapted its methodology for creating a successful social strategy — based on understanding people, objectives, strategy, and technology (POST) — to the mobile strategy space. While Forrester believes mobile commerce is still nascent, . . .

For eBusiness & Channel Strategy Professionals

Trends 2009: European Online Retail

by Victoria Bracewell Lewis, July 13, 2009

It's official. Europe is in a recession. All of the major markets in Western Europe have declared their economies to be in decline. The question being asked by eBusiness and channel strategy professionals has shifted from, "Will the Internet economy be . . .

For Customer Experience Professionals

How Satisfied Are Spanish Consumers With Online Customer Experiences?

by Jonathan Browne, June 18, 2009

We asked more than 1,700 Spanish consumers how satisfied they were with their experiences on top Spanish Web sites. The majority of consumers were satisfied or very satisfied. El Corte Inglés scored highest in consumer satisfaction, while Area PC came . . .

For Customer Experience Professionals

How Satisfied Are Italian Consumers With Online Customer Experiences?

by Jonathan Browne, June 18, 2009

We asked more than 2,000 Italian consumers how satisfied they were when using top Web sites in Italy. Most consumers were satisfied or very satisfied with their experiences. eBay led in satisfaction ratings, while ePRICE came last in our list. The most . . .

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 Customer Experience Professionals

How Satisfied Are Dutch Consumers With Online Customer Experiences?

by Jonathan Browne, May 27, 2009

We asked more than 1,000 Dutch consumers about their satisfaction with Dutch Web sites. The majority reported that they were satisfied or very satisfied with their experiences. Bol.com had the highest satisfaction rates, while Bruna came in last. Dutch . . .

For Customer Experience Professionals

How Satisfied Are Swedish Consumers With Online Customer Experiences?

by Jonathan Browne, May 27, 2009

We asked more than 500 Swedish consumers how satisfied they were when using top Web sites in Sweden. The majority of consumers were satisfied or very satisfied with their experiences. Blocket achieved the highest satisfaction rates, while eBay trailed. . . .

For Customer Experience Professionals

How Satisfied Are German Consumers With Online Customer Experiences?

by Jonathan Browne, May 13, 2009

We asked more than 3,300 German consumers how satisfied they were when using 13 top German Web sites. The majority of consumers were satisfied or very satisfied with their experiences. Amazon had the highest satisfaction rate, while Nike trailed. German . . .

For Consumer Product Strategy Professionals

A Consumer Product Strategy Introduction: What Works In Online Company Forums?

by J.P. Gownder, May 11, 2009

In this evaluation of consumer usage of online company forums, consumer product strategists learn why they should create an internal resource to tap consumer insights when refining existing products, as well as developing new ones. This information can . . .