For Consumer Market Research Professionals

A Deep Dive Into Asia Pacific Consumers' Online Behavior

by Olesia Klevchuk, November 18, 2009

For the past four years, Forrester has been tracking consumers' online and offline behavior in Asia Pacific. This is a dedicated report about Asia Pacific consumers' online behavior aimed at understanding the changes in this emerging medium. This year's . . .

For Consumer Product Strategy Professionals

US Internet Access Forecast, 2009 To 2014

Broadband Reaches Maturity, While Dial-Up Goes Gentle Into That Good Night

by Doug Williams, November 9, 2009

Nearly 16 million new US broadband subscribers will emerge over the next five years, but more than half of those will come in the next two years. Due to slowing organic growth, the Internet access market will be characterized by shifts across platforms. . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: The Triple-Play Landscape In Canada  (530 KB PPT)

by Joost van Kruijsdijk, November 5, 2009

This highlight deck summarizes the key findings related to devices and bundling from Forrester's North American Technographics Telecom And Devices Online Survey, Q3 2009 (Canada). This is the second survey highlight in a series from the North American . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: The US Triple-Play Landscape  (560 KB PPT)

by Jacqueline Anderson, October 19, 2009

This highlight deck summarizes the key findings related to bundling from Forrester's North American Technographics Mobile and Telecom Online Survey, Q3 2009 (US). This is the second survey highlight in a series from the North American Technographics Mobile . . .

For Consumer Product Strategy Professionals

WiMAX Services Are Both Complements To And Substitutes For Fixed Broadband

by Doug Williams, October 1, 2009

The wireless broadband technology known as WiMAX is slowly rolling out in markets around the US — and consumers have no idea what it is. But that's not a problem: Despite their lack of familiarity with the technology, consumers do understand the benefits . . .

For Consumer Product Strategy Professionals

The Who/What/Where Of WiMAX In The US

by Doug Williams, October 1, 2009

After years of anticipation and temptation, true WiMAX has officially arrived. After a slow initial rollout to four US markets in the past year, network expansion has accelerated, with as many as 22 new markets expected to come online in the last four . . .

For Business Process & Applications Professionals

Case Study: Cisco Consumer Business Group Builds The Business Case For Social Media

Best Practices In Customer Service Social Media

by Natalie L. Petouhoff, Ph.D., September 28, 2009

Consumer Business Group (CBG) — formerly Linksys — is a division of Cisco that offers a wide variety of consumer and small office voice over IP (VoIP) and networking solutions such as routers, switches, and storage systems under the Linksys by Cisco brand. . . .

For Consumer Product Strategy Professionals

How Consumers Connect Around The World

Extending Digital Media Strategies To Emerging Markets

by Julie A. Ask, August 20, 2009

Forrester forecasts that the number of PC-based Internet connections will grow from 1.2 billion users in 2007 to 2.2 billion — or 25% of the world's population — by 2013. While large, this number doesn't yet include connectivity via cell phones. Some . . .

For Consumer Market Research Professionals

A Deep Dive Into European Consumers' Online Behavior, 2009

Consumers' Uptake Of Social Activities Deepens Their Online Engagement

by Olesia Klevchuk, August 13, 2009

For more than 10 years, Forrester has been tracking consumers' online and offline behavior in Europe. In recent years, we've published a dedicated report about their online behavior to understand the changes in this emerging medium. This year's European . . .

For Consumer Market Research Professionals

Consumer Behavior Online: A 2009 Deep Dive

by Jacqueline Anderson, July 27, 2009

The Internet is embedded more than ever into consumers' lives, and they are not turning back. People's online behaviors are becoming more integrated into their offline interactions, and it's critical that companies understand where and how to reach them . . .

For Consumer Product Strategy Professionals

Music And ISPs: The Time Is Right For A New Relationship

by Sonal Gandhi, July 14, 2009

Universal Music and Virgin Media's launch of an unlimited MP3 subscription service in the UK marks a new era in the music label/ISP relationship. While labels and ISPs have not had much success at forming mutually beneficial partnerships in the past in . . .

For Consumer Product Strategy Professionals

Building The Perfect Bundle

Use Quantitative Methods To Pinpoint What Consumers Want And How Much They Will Pay

by Doug Williams, June 29, 2009

Bundles have emerged as a strong opportunity for service providers to drive acquisition and improve customer retention, but only 20% of US online consumers subscribe to voice, broadband, and pay-TV service from a single provider. Today's consumers have . . .

For Consumer Product Strategy Professionals

What Will Make Consumers Switch To Fiber Broadband

by Ian Fogg, June 24, 2009

Internet providers are investing billions in next-generation broadband. While speeds will increase dramatically to 50 Mbps, 100 Mbps, or even 1,000 Mbps, just 7% of European online households will pay more for higher speed. Providers enjoyed easy customer . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: North American Technographics Emerging Uses Of Technology Online Survey, Q1 2009 (US)  (647 KB PPT)

by Joost van Kruijsdijk, June 23, 2009

This highlight deck summarizes the key findings from Forrester’s North American Technographics Emerging Uses of Technology Online Survey, Q1 2009 (US).

For Consumer Market Research Professionals

US Online Consumer Survey: Technology In The Home, 2008

by Corina Matiesanu, June 16, 2009

This report explores trends in the ownership of various household consumer electronics devices, as well as personal computers, software, and hardware. It also segments and profiles US online households by different levels of comfort with home technologies . . .

For Consumer Product Strategy Professionals

How Consumers Get Online Video To The TV

The Convenience Quotient Reveals The TV-Connected PC Is The One To Watch

by James L. McQuivey, Ph.D., June 8, 2009

Online video has finally come to the living room. Forrester estimates that nearly 9 million homes in the US watch at least some online video on a TV set in a typical month. Why they do so is obvious: They get more control over when they watch their favorite . . .

For Consumer Product Strategy Professionals

Cisco Advances Further Into The Living Room

It Sets Its Sights On Consumer Video With The Acquisition Of Pure Digital

by Nathan Safran, June 5, 2009

While many wondered aloud at the strange bedfellows that Pure Digital Technologies — a straightforward, non-networking, consumer devices brand — and enterprise powerhouse Cisco Systems make, the recent acquisition demonstrates Cisco's intention to escalate . . .

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 Consumer Product Strategy Professionals

Verizon Becomes A Lean, Mean, FiOS Machine

by Doug Williams, May 15, 2009

From a consumer product strategy perspective, Verizon's decision to sell its remaining rural wireline properties to Frontier Communications will free the carrier to focus on its FiOS and wireless products in more strategic, densely populated areas. By . . .

For Consumer Product Strategy Professionals

How Digital Consumption Is Reinventing The Media Industry

How The Forrester Content Strategy Review Can Help

by Nick Thomas, May 1, 2009

The media industry is in the middle of a revolution, and it's tough out there. As content and consumption become increasingly digital, old business models based on tightly controlling the distribution of premium content are no longer relevant. As we shift . . .

For Customer Experience Professionals

The State Of Customer Experience, 2009

Customer Experience Management Enters Into Adolescence

by Bruce D. Temkin, April 24, 2009

Executives have been saying for awhile that customer experience is important. Only recently, however, have many of them begun to understand its direct link with loyalty. As a result, companies are starting to develop more disciplined approaches to customer . . .

For Consumer Product Strategy Professionals

Competing Against Fiber In The Most Competitive Markets

US Customer Satisfaction Data Reveals Cable's TV And Broadband Vulnerabilities

by Doug Williams, April 23, 2009

Cable operators are facing stiff competition from telcos that have upgraded their networks with fiber, enabling them to deliver pay TV and faster tiers of broadband service. Customer retention is now critical for cable operators, but where should consumer . . .

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 Sourcing & Vendor Management Professionals

It's Time To Review — And Renew — Your Telecommuting Policy

The Economic Downturn Spurs Many Firms To Revisit Telecommuting Costs And Opportunities

by Brownlee Thomas, Ph.D., April 8, 2009

Sourcing and vendor management teams should work with IT and human resources (HR) to regularly review the company's telecommuting policy. The current economic situation is pushing many companies to look for new ways to: 1) increase employee productivity; . . .

For Consumer Product Strategy Professionals

Delivering The Holy Grail Of Ubiquitous Broadband

Consumer Adoption Of Outside-The-Home Broadband Will Grow Rapidly Through 2013

by Doug Williams, April 8, 2009

Mobile operators' cellular data access plans are no longer reserved for road-warrior business travelers and super-connected individuals, as consumers are increasingly interested in obtaining broadband outside the home. But mobile operators be warned: . . .