For eBusiness & Channel Strategy Professionals

Hotels Will Rely On The Web To Survive 2010

by Henry H. Harteveldt, November 3, 2009

The global financial crisis hit the hotel industry particularly hard in 2009. A survey of 27 hotel professionals shows an expectation that business will have to be "bought" with low pricing for the balance of 2009, but cautious optimism exists for room . . .

For eBusiness & Channel Strategy Professionals

The Online Travel Brands That Win With US Leisure Travelers

Expedia, Priceline, And Hotels.com Stand Out As Favorites

by Henry H. Harteveldt, Elizabeth Stark, October 21, 2009

Forrester data shows that 56% of US online leisure travelers research travel using online travel agencies (OTAs), 34% use discount travel sites like Hotwire, and 18% use metasearch sites like Kayak.com. When we asked leisure travelers what sets online . . .

For Customer Experience Professionals

The Customer Experience Generation Gap

Customer Experience Index Scores Across Five Generations And 12 Industries

by Bruce D. Temkin, September 30, 2009

Across most industries, Seniors give firms the highest marks for customer experience, and Gen Yers give them the lowest. The most significant exception is that Older Boomers give PC manufacturers the lowest scores. The difference across generations is . . .

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 Consumer Market Research Professionals

Technographics® Survey Highlights: Leisure Travel In Asia Pacific  (500 KB PPT)

by Olesia Klevchuk, September 3, 2009

This highlight deck summarizes the key findings related to travel from Forrester’s Asia-Pacific Technographics Survey, Q2 2009. This is the third survey highlight in a series from the Asia-Pacific Technographics Survey, Q2 2009.

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

Travel Web Site Customer Service Is Far From Perfect

Travel eBusiness Customer Service And Support Benchmark, 2009

by Diane Clarkson, Elizabeth Stark, July 27, 2009

As part of a larger analysis of 90 Web sites, Forrester evaluated the accessibility and availability of online customer service and support among 30 leading travel Web sites. Only 12 of the travel Web sites we reviewed received a passing score, and overall . . .

For Consumer Product Strategy Professionals

The Best Practices In Online Video Across Industries

by Bobby Tulsiani, July 24, 2009

Today, 71% of the US online audience watches video on the Internet, and the number of streams consumed should more than double by 2013. An explosion of video content from users, professional studios, and marketers is driving this growth. In this second . . .

For Customer Experience Professionals

Who Wants Low Prices Or Good Customer Service?

Examining Four Segments Of Consumers Across 12 Industries

by Bruce D. Temkin, July 23, 2009

In previous research, Forrester found that US consumers looked for good customer service more often than lower prices. To understand this dynamic in more detail, we created four segments of consumers: Service Seekers, Price Seekers, Price & Service . . .

For Customer Experience Professionals

Customer Experience Boosts Revenue

Modest Improvements Can Bring In $177 Million To $311 Million Per Year

by Bruce D. Temkin, June 22, 2009

Forrester's previous research has shown a high correlation between customer experience and three key elements of loyal behavior: willingness to buy more, reluctance to switch, and likelihood to recommend. But how does that affect a company's bottom line? . . .

For Customer Experience Professionals

Customer Experience Index 2008 Snapshot: Hotels

Hampton Inn and Marriott Top the List

by Bruce D. Temkin, June 4, 2009

Forrester asked more than 4,500 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

How Customer Experience Drives Word Of Mouth

Consumers Talk To More People About Their Bad Experiences

by Bruce D. Temkin, William Chu, May 28, 2009

Forrester asked more than 4,500 consumers how often they talk about experiences with companies in 12 industries. It turns out that more consumers talk about good experiences than bad experiences with eight of the industries. Retailers and banks have the . . .

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 Customer Experience Professionals

How Loyal Are Consumers? Not Very

Repurchasing, Switching, And Making Recommendations Across 12 Industries

by Bruce D. Temkin, May 18, 2009

We surveyed more than 4,500 US consumers to find out about the strength of their relationships with companies across 12 industries. Our analysis looked at three areas of loyalty: the willingness to make another purchase, the reluctance to switch business . . .

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 Customer Experience Professionals

The Experiences That Satisfy Consumers, 2009

US Consumers Rate Firms' Web, Phone, And In-Person Interactions

by Bruce D. Temkin, April 14, 2009

How well do experiences meet the needs of customers? Not very well. A survey of more than 4,500 US consumers shows a low level of satisfaction with Web, phone, and in-person interactions across 12 different industries. It turns out that Web interactions . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: North American Technographics Travel Online Survey, Q1 2009  (401 KB PPT)

by Ina Mitskaviets, April 9, 2009

This highlight deck summarizes the key findings from Forrester's North American Technographics Travel Online Survey, Q1 2009.

For Security & Risk Professionals

Building The Proactive Case For Full Disk Encryption

Case Study: A Leading Hospitality And Gambling Firm Proactively Implements Full Disk Encryption

by Natalie Lambert, April 8, 2009

In today's economy of tighter budgets and increased scrutiny over requests for investment, security professionals are struggling to make the business case for full disk encryption (FDE). Unfortunately, despite highly publicized data leaks, the business . . .

For Infrastructure & Operations Professionals

Case Study: A Leading Hospitality And Gambling Firm Proactively Implements Full Disk Encryption

by Natalie Lambert, April 7, 2009

Full disk encryption (FDE) is necessary in today's IT organization, and security professionals know this. However, problems arise when IT tries to convey this necessity to the business. Even with highly publicized data leaks, many decision-makers still . . .

For Customer Experience Professionals

Customer Experience And Loyalty: A Closer Look

Impact Of Usefulness, Ease Of Use, And Enjoyability Differs Across Industries

by Bruce D. Temkin, March 6, 2009

Forrester examined the correlation between customer experience and loyalty across 12 industries: airlines, banks, cell phone service providers, credit card providers, hotels, insurance firms, Internet service providers, investment firms, medical insurance . . .

For eBusiness & Channel Strategy Professionals

US Online Leisure Travel Channel Share Forecast: Suppliers Versus Intermediaries, 2008 To 2013

Travel Supplier Web Sites Will Garner 69% Of Online Channel Share By 2013

by Henry H. Harteveldt, Elizabeth Stark, February 25, 2009

Forrester predicts that Web sites of various airlines, hotels, and other travel suppliers will capture 65% — or $56.2 billion — of US online leisure travel bookings in 2009. Suppliers' share of US online leisure travel bookings is expected to steadily . . .

For Business Process & Applications Professionals

How To Deliver An Outstanding Customer Experience

The Customer Experience Index, 2008

by William Band, February 9, 2009

Keeping customers happy directly affects the top and bottom lines. Because of this, Forrester asked nearly 5,000 consumers about their interactions with a variety of companies, gauging the usefulness, ease of use, and enjoyability of those experiences. . . .

For eBusiness & Channel Strategy Professionals

Hotels Should Leverage Free Internet Access Offers To Attract Online Frequent Business Travelers

by Diane Clarkson, February 3, 2009

In the current economic climate, hotel eBusiness professionals must exploit every competitive advantage. They should offer and promote free in-room Internet as part of a strategy to attract frequent business travelers, among whom 43% strongly agree that . . .

For Consumer Market Research Professionals

Technographics® Survey Highlight: North American Technographics Customer Experience Online Survey, Q4 2008  (457 KB PPT)

by Jacqueline Anderson, January 23, 2009

This highlight deck summarizes the key findings from Forrester's North American Technographics Customer Experience Online Survey, Q4 2008.

For eBusiness & Channel Strategy Professionals

US Online Travel Forecast, 2007 To 2013

Understanding The Impact Of The Current Economy On Online Travel Growth

by Diane Clarkson, January 20, 2009

As the economic climate continues to worsen into 2009, decreased demand will push the total US travel industry revenue downward from $312 billion in 2008 to $301 billion in 2009. The supply-demand equilibrium is disrupted across all travel products, and . . .