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 Electronic Alerts To Deepen Financial Customer Relationships

Target Channel And Content Preferences To Drive Demand

by Edward Kountz, March 13, 2009

US financial institutions seeking to deepen relationships through improved customer communications are deploying proactive email and SMS alerts. In tight economic times, this strategy offers a way to deepen relationships with key customers by enabling . . .

For eBusiness & Channel Strategy Professionals

Customer Advocacy 2008: How Customers Rate European Banks

by Vanessa Niemeyer, Ph.D., Alexander Hesse, November 20, 2008

Customers who consider their main bank as a customer advocate that does what's best for them have more accounts at their main bank, are more likely to consider it for future purchases, and are more likely to recommend it to others. But only 29% of Western . . .

For eBusiness & Channel Strategy Professionals

Account Alerts: Are Consumers Ready — Yet?

by Brad Strothkamp, January 8, 2008

Forrester has been tracking account-based alerts for three years now. While usage has increased, just 24% of online consumers receive any type of alert from their financial provider. What is holding them back? Consumers don't see the value of more financial . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: North American Financial Services Online Survey, Q3 2007  (348 KB PPT)

by Jacqueline Anderson, December 5, 2007

This highlight deck reviews the key findings from the Q3 2007 Financial Services Online Survey. This survey covered questions given to US adults around financial products and habits.

For eBusiness & Channel Strategy Professionals

The Financial Alerts That Net Users Want

Consumer Interest In Email And SMS Alerts Continues To Outstrip Supply

by Benjamin Ensor, August 7, 2007

Europe's frequent Net users are interested in a wide range of financial alerts, from large payment warnings to insurance renewal reminders. Most of these Net users would like to receive alerts by email, although one-third would like SMS alerts. Young . . .

Bank Hapoalim Sets The Bar For Alert Services

by Cliff Condon, July 6, 2006

With "Poalim on time," Bank Hapoalim has launched an industry-leading alert service, giving customers greater control over their financial information. What started out as a service designed to meet a regulatory requirement has morphed into a powerful . . .

Five Tips For Web Analytics Success

by Megan Burns, June 2, 2006

To get the most from Web analytics, site owners should pinpoint the most important customer behaviors that drive business results. Analysts can help by reviewing data with site owners and marketers regularly, coordinating their efforts to improve key . . .

Financial Firms Should Alert More Consumers

by Brad Strothkamp, April 19, 2006

While financial firms have taken Forrester's advice and started to position alerts as an account monitoring service, customer adoption remains low. Alerts can help demonstrate customer advocacy, so banks should try to increase adoption rates. How? By . . .

What Types Of Alerts Are Financial Consumers Interested In?

by Brad Strothkamp, April 4, 2005

Twenty-six percent of US online consumers receive alerts from their financial provider. To understand the potential for growth, Forrester looked at the reasons for nonadoption and quizzed consumers on what types of alerts they want. To succeed at adoption . . .

Email Alerts: Plenty Of Demand; Little Supply

Europe's Banks Are Missing An Opportunity To Win Customer Loyalty

by Elena Giovannini, Benjamin Ensor, December 13, 2004

The number of Europeans interested in email banking alerts has tripled in the past two years, but the number of users hasn't changed. A few banks — such as Portugal's Millennium bcp and Italy's Banca Monte dei Paschi di Siena — currently use emails to . . .

Interest In SMS Bank Alerts Grows

BNP Paribas: A Case Study Of Paid-For Mobile Alerting

by Charlotte Hamilton Clark, July 28, 2004

European banks have attracted a small but growing number of customers to today's SMS alert services — and a handful of firms are trying to capitalize on this growing interest by charging for alerts. To understand the impact of a paid-for SMS alert offering, . . .

For Business Process & Applications Professionals

IT Opportunities and Issues for Insurance: Increasing Policy Renewal Rates With Intelligent Alerting

by John Ragsdale, August 4, 2003

Automating reminder calls to customers whose policies are about to expire can increase revenue, lower per call cost and decrease inbound calls from customers concerning renewals.

Who Wants Automated Banking Alerts?

by Benjamin Ensor, Dr. Therese Torris, Joost van Kruijsdijk, January 23, 2003

Few Europeans currently use the email and SMS bank balance alert services that banks like Société Générale and First Direct offer. But 8% of consumers are interested - they are young, have a high income, and work full-time.

Two-Way Notification Vendors Automate Credit Card Fraud Alerts

by John Ragsdale, March 18, 2002

Two-way notification has more easily documentable ROI in some industries than in others, and credit card companies can see an immediate impact by implementing an intelligent alerting system.

Wireless Alerts Require the Right Strategy

by Penny Gillespie, September 5, 2001

Organizations thinking about implementing an alerts feature for their customers need to make conscious decisions about alert offerings to minimize risk and maximize potential benefits.