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 Consumer Market Research Professionals

Technographics® Survey Highlights: Online Payment Methods In Europe  (518 KB PPT)

by Olesia Klevchuk, October 21, 2009

This highlight deck summarizes the key findings related to online payments from Forrester’s European Technographics Retail, Customer Experience, and Travel Online Survey, Q3 2009.

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

Case Study: Royal Bank Of Canada Provides A Blueprint For A Next-Generation Sales Site

A Major Web Site Overhaul Drives Sales And Reduces Abandonment

by Brad Strothkamp, September 29, 2009

Royal Bank of Canada (RBC) topped Forrester's Canadian bank public Web site rankings in 2009. Key to RBC's success in this year's ranking was a stronger focus on online sales delivered through a revamped credit card and accounts Web site. The work took . . .

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: 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 eBusiness & Channel Strategy Professionals

How US Credit Card Customers Use And Rate Issuers' Secure Sites

Customers Do Little More Than View And Pay Their Bills Online

by Emmett Higdon, Peter Wannemacher, July 30, 2009

There are more than 175 million credit card owners in the US, 85% of whom go online at least monthly. Overall, 73% of cardholders have used at least one feature on their provider's Web site in the past year, with younger cardholders showing an even greater . . .

For eBusiness & Channel Strategy Professionals

What US Consumers Care About When Choosing A Credit Card

How To Earn A Customer More Efficiently In Tight Economic Times

by Edward Kountz, July 16, 2009

In a challenging market environment, understanding what drives consumers when selecting a credit card will help card product strategists better meet the demands of key prospect and cardholder groups. For example, rewards motivate affluent consumers more . . .

For eBusiness & Channel Strategy Professionals

European Consumers Need Multiple Online Payment Methods

Understanding The Diversity Of Payment Behaviors Among Online Buyers

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

European online buyers still use a mix of electronic and offline payment methods when purchasing on the Internet. Plastic card (e.g., credit and debit card) payment methods dominate online purchases in most countries, and European online buyers are beginning . . .

For Consumer Market Research Professionals

Technographics® Insight: Online Payment In Europe  (546 KB PPT)

by Joost van Kruijsdijk, July 1, 2009

This Technographics Insight takes a look at frequency of online buying across European countries and examines which payment methods these online buyers subsequently use to pay for their purchases.

For Consumer Market Research Professionals

Technographics® Survey Highlight: North American Technographics Banking Online Survey, Q1 2009 (US)  (718 KB PPT)

by Corina Matiesanu, June 22, 2009

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

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

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

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 Consumer Product Strategy Professionals

US Credit Card Issuers Need To Demonstrate Customer Advocacy

If Issuers Don't Change, Customer Advocacy Will Be Imposed On Them

by Edward Kountz, May 6, 2009

The US credit card industry faces the prospect of substantial changes to permissible practices and fee levels as a result of forces that have come together from several directions over the past few months. Product strategists face the prospect of tighter . . .

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 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 eBusiness & Channel Strategy Professionals

Trends 2009: US Online Retail Payments

Adapting To A New Spending Order

by Edward Kountz, February 10, 2009

The global financial crisis is affecting both consumers' willingness to spend and their preferred payment options within the context of economic gloom that continues to deepen and an online channel that is relatively strong by comparison. The Internet . . .

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 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 Customer Experience Professionals

The US Hispanic Customer Experience Index, 2008

US Hispanics Rate The Customer Experience Of 37 Large US Companies

by Tamara Barber, January 5, 2009

Forrester asked 3,073 online Hispanic adults about their interactions with 37 large US firms in three industries, and we gauged the usefulness, usability, and enjoyability of these interactions. Based on these responses, we calculated the Customer Experience . . .

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 Customer Experience Professionals

The Customer Experience Index, 2008

Consumers Rate The Customer Experience Across 113 Large US Firms

by Bruce D. Temkin, December 12, 2008

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. Based on these consumer responses, we calculated the Customer Experience Index for . . .

For Consumer Market Research Professionals

How Europeans Pay For Goods And Services

by Alexander Hesse, Reineke Reitsma, December 11, 2008

No two countries are the same when it comes to retail payment habits in Europe. Unlike in the US — where most firms can offer their customers a uniform set of payment options — companies selling into European markets need to offer a customized set of . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: Hispanic Technographics eCommerce And Customer Experience Online Survey, Q3 2008  (310 KB PPT)

by Tamara Barber, October 9, 2008

This highlight deck summarizes the key findings from Forrester's Hispanic Technographics eCommerce And Customer Experience Online Survey, Q3 2008. This deck covers customer experience measures for banks, credit card providers, and retailers; roadblocks . . .