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

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 Technology Sales Enablement Professionals

Hot Banking Tech Companies To Watch In 2009: Q2 Update

by Ellen Carney, June 17, 2009

The banking industry continues to suffer from the global recession and backlash from last fall's financial crisis. While it's tempting to believe that bank-related technology investment is dead, financial services firms are actively looking for specialized . . .

For eBusiness & Channel Strategy Professionals

Trends 2009: North American Retail Banking eBusiness And Channel Strategy

Ten Areas Of Focus For The Next 12 Months

by Brad Strothkamp, February 19, 2009

2008 was tumultuous for financial services. Banks and lenders closed their doors, merged, saw their stock prices plummet, and slowed lending to all but the best consumers. So what should eBusiness executives expect for 2009? Forrester believes that eBusiness . . .

For Consumer Market Research Professionals

Technographics® Survey Highlight: North American Technographics® Financial Services Online Survey, Q3 2008  (416 KB PPT)

by Jacqueline Anderson, January 5, 2009

This highlight deck summarizes the key findings from Forrester¿s North American Technographics Financial Services Online Survey, Q3 2008.

For Technology Product Management & Marketing Professionals

Hot Banking Tech Companies To Watch In 2009

Profiles Of Technology Companies That Address Banking's Changed World

by Ellen Carney, December 22, 2008

The banking industry is going through its most challenging period since the Great Depression. Bank capital structures are stressed because of write-downs and write-offs, formerly high-flying investment banks face the more regulated world of retail banking, . . .

For eBusiness & Channel Strategy Professionals

Building An Effective Lending Web Site Starts With Understanding Borrowers

by Brad Strothkamp, October 22, 2008

Forrester just published a report to help financial service marketing leaders understand how consumers choose a mortgage and home equity lender. The report highlights the affect the current lending crisis has had on that choice. This report is also critical . . .

For Consumer Product Strategy Professionals

How The Credit Crisis Affects Lender Choice

Market Turmoil Changes Process Expectations More Than Provider Choice

by Brad Strothkamp, October 17, 2008

It's no secret that the market for loans in the US is in turmoil. But how is that turmoil affecting consumers shopping for loans and the lenders they ultimately choose? Forrester surveyed US online consumers who had recently gotten a mortgage or home . . .

For Enterprise Architecture Professionals

Intelligent Devices Will Drive Ubiquitous Banking

Smart Devices Will Shape High-Touch Banking

by Jost Hoppermann, September 23, 2008

An increasing number of banks are working on their long-term business and IT visions of the future, continually realigning their IT strategies. To help enterprise architects better understand the business and IT environment of the future, Forrester surveyed . . .

For eBusiness & Channel Strategy Professionals

Pulling The Plug On Paper Statements

North American Technographics

by Emmett Higdon, September 22, 2008

Adoption of eStatements in the US continues to grow strongly, as seen in data from Forrester's North American Technographics® Financial Services Online Survey, Q2 2008. More than 55% of online checking, savings, and credit card customers today receive . . .

For eBusiness & Channel Strategy Professionals

US Trends In Researching And Applying For Financial Products Online: Benchmark 2008

Online Applicants Were Up Marginally In 2007 Versus 2006

by Brad Strothkamp, September 10, 2008

Forrester surveyed more than 47,000 US consumers to determine the Web's sales impact in 2007. Researching and applying for financial products online are increasing, as is the importance of online sales among eBusiness groups. Credit cards and brokerage . . .

For eBusiness & Channel Strategy Professionals

How German Credit Buyers Use Different Channels

by Vanessa Niemeyer, Ph.D., Alexander Hesse, July 11, 2008

Although more and more financial services firms in Germany let customers apply for mortgages, personal loans, and credit cards over the Internet, most Germans stick to in-person channels like branches and sales representatives when it comes to researching . . .

For Customer Experience Professionals

What Consumers Want From Financial Institutions

How Priorities Differ Across Generations Of US Consumers

by Bruce D. Temkin, June 10, 2008

We asked nearly 5,000 US consumers what was most important when doing business with five different financial institutions. It turns out that consumers most want nearby locations and good service from banks, good service from credit card providers, good . . .

For Customer Experience Professionals

Use Personas To Design For Engagement

Highlights From A Panel At Forrester's Marketing Forum 2008

by Vidya L. Drego, May 8, 2008

At Forrester's Marketing Forum, we held a session with three pairs of agencies and clients that have used personas very effectively. When QVC and Critical Mass redesigned the QVC Web site to create a community for frequent television shoppers, personas . . .

For Security & Risk Professionals

Case Study: E-LOAN Maintains Its Top Privacy Reputation With Information Leak Prevention

by Thomas Raschke, July 23, 2007

The brand image of E-LOAN, a leading US financial services company, depends on its privacy protection as much as its lending and savings services. To protect the personal information of its 1 million customers, the firm's chief privacy officer (CPO) implemented . . .

For Customer Experience Professionals

Reviewing Three Mortgage Selection RIAs

Usability Flaws Undermine Rich Interface Benefits

by Tim van Tongeren, March 5, 2007

Financial services firms adopt rich Internet applications (RIAs) to enhance the user experience with benefits like streamlined processes, customized content views, and financial modeling. To understand the usability of RIAs in financial services, we evaluated . . .

A Mortgage Lender Takes The Best Of Both Worlds In A Process Consolidation Effort

by Carey Schwaber, November 17, 2006

While integrating two companies, a large mortgage lender found that it had two development organizations, each using a different waterfall development process. Instead of imposing one group's process on the other, this firm chose to take the best of both . . .

How Consumers Buy Banking Products

Mortgage Buyers Prefer Different Channels For Different Activities

by Brad Strothkamp, August 7, 2006

US and Canadian online research and application activity continued to increase in 2005. Consumers in the online sales process prefer to use a mix of channels as they move from researching to applying, then to fulfilling their product choice. Financial . . .

Turning Online Prospects Into Applicants

Highlights From Forrester's Finance Forum 2006

by Catherine Graeber, June 20, 2006

At Forrester's recent Finance Forum 2006, we presented findings from a research project that examined the path online consumers take to research and apply for a mortgage. Execs from E-LOAN and LendingTree discussed best practices in converting mortgage . . .

Online Mortgage Shoppers' Paths To Purchase

Navigational And Survey Data Uncovers How Prospects Use Web Sites

by Brad Strothkamp, June 7, 2006

Forrester examined how consumers use top mortgage Web sites and search engines in their search for a mortgage, analyzing the content, tools, and sales channels that lead to the highest conversion rates. What did we find? Traditional lenders like Citi . . .

Who Researches And Buys Mortgages Online?

by Benjamin Ensor, February 16, 2006

Europe's 13 million online mortgage researchers are an attractive bunch of consumers — young, well-educated, full-time workers with high incomes who are wealthy for their age. But only a handful of them actually buy mortgages online. The majority turn . . .

E*TRADE Mortgage: A Case Study In Chat

by Brad Strothkamp, June 10, 2005

E*TRADE Mortgage has figured out how to make online chat work for its business. Inviting site visitors to chat online has resulted in higher-value chat sessions, higher customer satisfaction scores, and incremental sales from higher application and loan . . .

E*TRADE Mortgage Delivers On Customer Advocacy

by Catherine Graeber, Ron Shevlin, Jeremy Sweeney, November 17, 2003

E*TRADE's new online mortgage shopping tool lets consumers objectively compare E*TRADE's offer with another lender's before applying. E*TRADE delivers on customer advocacy by telling the shopper when its offer isn't as good as the competition's.

Sizing Europe's Online Mortgage Market

by Charlotte Hamilton Clark, Remus Brett, Benjamin Ensor, Noelia Martínez, September 24, 2003

Europeans will use the Net to originate half a million mortgage loans in 2003 - some 5% of total new mortgages. This will triple by 2008 to [EURO]230 billion of gross new online lending, spurred by growth in the UK and the Nordics.

Mortgages: Personal Finance North America

by May 1, 2002

These spreadsheets contain crosstabs about researching and applying for mortgages, including how consumers look for a mortgage provider and compare rates.