For eBusiness & Channel Strategy Professionals

Case Study: Qwest Connects With Customers Through eBills And ePayments

Biller Survey Shows Stronger Relationships Result From Viewing And Paying Online

by Emmett Higdon, November 3, 2009

Through an extensive billing and payment study of its residential customers, telecommunications provider Qwest Communications found that those customers who received their bills online and paid electronically had up to 25% less attrition and were up to . . .

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 eBusiness & Channel Strategy Professionals

Help Your Customers Cut Through The Alternative Payments Clutter

by Patti Freeman Evans, August 21, 2009

Three-quarters of US online buyers have an alternative payment account. Their use of online payments represents 11% of total online payments (including credit and debit card) in 2009, and it will increase to 12% by 2011. Credit cards will remain the main . . .

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 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 eBusiness & Channel Strategy Professionals

Online Chinese Retail: Assessing Opportunities In Chinese eCommerce

by Patti Freeman Evans, January 20, 2009

The number of online users in China will reach 275 million by 2012, which is 12% greater than the US projected number. Nonetheless, 74% of Chinese online users have a low income level of less than $290 per month and thus present a less active potential . . .

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 eBusiness & Channel Strategy Professionals

Online Payments in Europe

Understanding Consumer Demand to Gauge the Value of Traditional Payments and E-payments

by Galina Naydenova, December 12, 2008

The growth of online auctions has introduced e-payments to a growing number of European online buyers and led many retailers to wonder exactly which payment types they should accept.

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: European Technographics Retail, Customer Experience, And Travel Online Survey, Q3 2008  (419 KB PPT)

by Olesia Klevchuk, October 8, 2008

This highlight deck summarizes the key findings from Forrester's European Technographics Retail, Customer Experience, And Travel Online Survey, Q3 2008.

For Consumer Market Research Professionals

Gauge Your Product's eReadiness In Asia Pacific

How To Measure eReadiness, Demonstrated With Financial Services

by Dia Ganguly, October 3, 2008

Technology readiness, cultural readiness, and supplier readiness, together with the level of current adoption, determine the future uptake of online activities in a local market. Our eReadiness checklist provides guidance to companies looking to incorporate . . .

For eBusiness & Channel Strategy Professionals

Online Payments

Measuring Acceptance and Innovations Among Top 50 US Online Retailers

by Edward Kountz, September 15, 2008

A desire to maximize consumers' value is driving US online retailers to expand payment options and checkout flexibility offered to consumers who shop on their Web sites.

For eBusiness & Channel Strategy Professionals

Case Study: How iDEAL Came To Conquer Dutch Online Payments

by Alexander Hesse, Benjamin Ensor, August 12, 2008

In late 2005, the big three Dutch banks launched iDEAL — an alternative payment system that lets Dutch online shoppers authorize online payments from their current account through their bank's online banking site. Because of its clear advantages over . . .

For eBusiness & Channel Strategy Professionals

Global Online Payments

Localizing Based on National Preferences

by Zia Daniell Wigder, July 22, 2008

The global online payments landscape is far from uniform, with payment preferences greatly varying by country.

For eBusiness & Channel Strategy Professionals

High Touch Trumps High Tech When Switching Online Bill Payments

by Emmett Higdon, July 18, 2008

While US banks have successfully leveraged technology to simplify the account opening process, little progress has been made in using technology to help new customers easily move their online bill payment info over from their existing bank. The technology . . .

For eBusiness & Channel Strategy Professionals

Europeans Show Little Interest In Contactless Payments

by Benjamin Ensor, Alexander Hesse, June 26, 2008

Contactless payments are reaching Europe — as shown by numerous trials in different countries and real rollouts in the UK and Austria. We asked online Europeans how interested they are in using contactless payments. We found that only 23% are interested . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: North American Retail Online Survey, Q1 2008  (364 KB PPT)

by Jacqueline Anderson, June 25, 2008

This highlight deck summarizes the key findings from the Q1 2008 Retail Online Survey. The survey covered consumers¿ personal financial situations; online spend for various retail product categories; purchasing channels (online/offline) used for various . . .

For Consumer Market Research Professionals

Growing Payment Options Advance eCommerce In Asia Pacific

Regional Payment Options Emerge To Better Address Local Consumer Needs

by Dia Ganguly, May 16, 2008

Asian consumers are often on the forefront of technology adoption; however, this is not the case when it comes to eCommerce adoption for consumers in Japan, China, and India. Forrester's Asia Pacific Consumer Technographics® Survey, Q4 2007, asked . . .

For eBusiness & Channel Strategy Professionals

Alternative Payments Update

Tracking and Driving Consumer Adoption

by Edward Kountz, May 7, 2008

Merchants considering accepting alternative online payment options must be aware that building broad-based adoption of such services takes time. However, factors driving consumers' uptake of such services (and results of merchants already implementing) . . .

For Consumer Market Research Professionals

North American Technographics Retail Online Survey, Q1 2008

North American Consumer Technographics Technographics Survey, March 31, 2008

For eBusiness & Channel Strategy Professionals

Case Study: Rabobank Reduces The Supply-Side Barriers To Mobile Banking

by Benjamin Ensor, Alexander Hesse, March 17, 2008

Rabobank has been a pioneer of mobile financial services and has a clear vision of the future of the channel. The Dutch bank was one of the first to launch transactional mobile banking services back in 2003. Finding that barriers like unclear costs and . . .

For eBusiness & Channel Strategy Professionals

Why Consumers Like Alternative Payment Methods When Shopping Online

by Sucharita Mulpuru, February 20, 2008

Seventy-four percent of online shoppers who have seen or heard of alternative online payment services report having used methods like PayPal, Bill Me Later, or Google Checkout during recent Web shopping experiences. Although a growing number of retailers . . .

For eBusiness & Channel Strategy Professionals

Payment Preferences Online

Analyzing Payment Ownership, Preference, and Spending Patterns Beyond Credit Cards

by Edward Kountz, September 24, 2007

Understanding the typical characteristics of payment product users is essential to maximizing use as well as tailoring features and marketing.

For Consumer Product Strategy Professionals

The Changing Retail Payment Systems Landscape

Winners Are Emerging From The Flood Of New Payment Systems

by Benjamin Ensor, September 18, 2007

Retail payment systems are going through rapid change as a combination of technology innovation, new transaction types, and fraud drive improvements to existing systems, as well as the development of a large number of new alternative payment methods. . . .