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

Online-Influenced Sales Exceed Direct Sales In Financial Services

How The Internet Influences Sales In Other Channels

by Brad Strothkamp, November 20, 2009

In 2008, the majority of US online adults who researched a financial product did so online, and the majority of those online researchers applied in a channel other than the Web. These cross-channel shoppers illustrate the importance of online-influenced . . .

For eBusiness & Channel Strategy Professionals

Travelers Are Cashing In On Loyalty Programs

How US Online Travelers Redeem Travel Loyalty Points And Rewards

by Henry H. Harteveldt, Elizabeth Stark, November 16, 2009

Travel loyalty programs may be old news, but that old news pays the bills and generates revenue in the billions of dollars every year for travel companies. Forrester data shows that half — 52% — of all US online travelers actively use travel loyalty programs, . . .

For eBusiness & Channel Strategy Professionals

Depicting European Shoppers' Complex Purchasing Decision Path

Retailers Must Implement Strategies That Facilitate Research And Purchase Across Channels

by Lauriane Camus, Patti Freeman Evans, November 5, 2009

There is no longer a clear purchase path for consumers. Thirty-nine percent of European consumers begin their research process online when making a considered purchase. Those consumers who begin their research process online are also likely to ultimately . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: US Mobile Investing  (663 KB PPT)

by Jacqueline Anderson, November 5, 2009

This highlight deck summarizes the key findings related to incidence, interest and barriers to mobile investing. This is the first survey highlight in a series from the North American Technographics Investments And Insurance Online Survey, Q3 2009 (US).

For Consumer Market Research Professionals

Online Baby Boomers: A Demographic Profile

by Ina Mitskaviets, November 2, 2009

Online boomers comprise more than one-third of the online population in the US and wield significant purchasing power online because of their higher household income levels, employment status, and occupations. Largely explained by their age bracket, boomers . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: North American Private Label CPGs  (747 KB PPT)

by Jacqueline Anderson, October 29, 2009

This highlight deck summarizes the key findings from Forrester's North American Technographics® Media And Advertising Online Survey, Q2 2009 (US). This deck covers decision-makers' perceptions of and purchase intent toward private label consumer package . . .

For eBusiness & Channel Strategy Professionals

European Banking Customers Continue Migrating Away From The Branch

Branches Are Losing Their Role As The Heart Of The Customer Relationship

by Alexander Hesse, October 28, 2009

The number of consumers visiting branches each month is falling slowly but steadily across Europe. Branch users tend to be lower-value customers who use branches mainly for day-to-day transactions like depositing and withdrawing money. Although online . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: US Online Consumers' Investment Behaviors  (549 KB PPT)

by Jacqueline Anderson, October 28, 2009

This highlight deck summarizes the key findings related to consumers' investment behaviors. This is the third survey highlight in a series from the North American Technographics Investments And Insurance Online Survey, Q3 2009 (US).

For eBusiness & Channel Strategy Professionals

The State Of Retailing Online 2009: Profitability, Economy, And Multichannel

by Sucharita Mulpuru, October 23, 2009

Although 2008 is generally regarded by retail executives to be one of the worst years ever, online retailers as a whole fared well. In "The State of Retailing Online 2009," a Shop.org study conducted by Forrester Research, retailers noted that Web divisions . . .

For eBusiness & Channel Strategy Professionals

Seizing Insurance's Mobile Opportunity

Customer Adoption And Investment Grow As US Insurers Play Catch-Up

by Chad Mitchell, October 22, 2009

Smartphone adoption among US insurance customers is growing, and customers are beginning to engage with insurers via the mobile Web for policy administration, claims, and bill pay. eBusiness and emerging channel strategy executives at US insurers like . . .

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

The Online Travel Brands That Win With US Leisure Travelers

Expedia, Priceline, And Hotels.com Stand Out As Favorites

by Henry H. Harteveldt, Elizabeth Stark, October 21, 2009

Forrester data shows that 56% of US online leisure travelers research travel using online travel agencies (OTAs), 34% use discount travel sites like Hotwire, and 18% use metasearch sites like Kayak.com. When we asked leisure travelers what sets online . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: US Insurance Channel Preferences  (608 KB PPT)

by Jacqueline Anderson, October 19, 2009

This highlight deck summarizes the key findings from Forrester’s North American Technographics® Investments And Insurance Online Survey, Q3 2009 (US).This deck covers channel preferences for researching and buying insurance, policy payments, and customer . . .

For eBusiness & Channel Strategy Professionals

US Online Bill Payment Forecast: 2009 To 2014

Still Solving Old Problems, Banks Miss New Opportunities

by Emmett Higdon, October 19, 2009

Forrester predicts that online bill pay adoption will grow slowly but steadily over the next five years. That will raise the total number of US online bill payment households from 48 million to 66 million by 2014. Much of this growth depends on new Gen . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: Online Retail In Europe  (439 KB PPT)

by Olesia Klevchuk, September 28, 2009

This highlight deck summarizes the key findings related to retail from Forrester's European Technographics Benchmark Survey, Q2 2009. This is the first survey highlight in a series from the European Technographics Benchmark Survey, Q2 2009.

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 eBusiness & Channel Strategy Professionals

Affluent Online Buyers Are Negatively Affected By The Down Economy

But They Are More Optimistic About The Future Than Average Online Buyers

by Patti Freeman Evans, September 15, 2009

In spite of their assets and optimism about their financial future and that of the US economy, more affluent online buyers believe that they have been negatively affected by the latest economic developments versus average online buyers. Thus, they intend . . .

For eBusiness & Channel Strategy Professionals

Targeting The European Cross-Border Buyer

Online Cross-Border Buyers Are Affluent, High-Spending Online Buyers And Are Looking For The Perfect Product

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

Nearly one-third of European online buyers have made Web purchases outside of their home country. Online cross-border buyers are desirable consumers because they show high online buying tenure, have high levels of disposable income, and outspend other . . .

For eBusiness & Channel Strategy Professionals

Why Travelers Contribute Ratings, Reviews, And More Online

Travelers Are More Likely To Share Good News Than Bad News

by Henry H. Harteveldt, September 10, 2009

More than six in 10 US online leisure travelers regularly participate in travel-focused social media activities like rating a hotel. The more frequently people travel, the more likely they are to read or watch other traveler-generated content. Content . . .

For eBusiness & Channel Strategy Professionals

eBusiness Is The Right Channel To Go Green

Leverage Your eBusiness To Customer And Employee Green Behavior

by Chad Mitchell, September 8, 2009

Consumers are being bombarded with green messaging online, in print, and on TV. Repositioning a brand to be greener is a top planning activity among marketers. Firms are trying to tap into the growing segment of consumers who may pay a premium for a product . . .

For eBusiness & Channel Strategy Professionals

Poor Content Could Cost Travel eBusiness Money

Hotels Are Particularly Vulnerable Due To Inadequate Online Content

by Henry H. Harteveldt, Elizabeth Stark, September 8, 2009

Online travel content is in true need of a makeover. What written and visual content there is on travel sites — in particular, hotel supplier Web sites — is generic, poorly organized, and confusing. Travelers have had enough: Just half of US online leisure . . .

For eBusiness & Channel Strategy Professionals

Tactics To Attract Recession-Weary Online Buyers Around The Globe

by Zia Daniell Wigder, September 4, 2009

Despite early signs of a global recovery, online shoppers in all regions of the world continue to be cautious in making purchase decisions. Consumers today are visiting a variety of sites before making a decision and consulting multiple sources for information. . . .

For Consumer Product Strategy Professionals

Making Cloud-Based Music Services Fulfill Their Destiny

by Sonal Gandhi, September 4, 2009

On-demand music app Spotify is about to become available on the iPhone. This marks a giant step forward for cloud-based music. Services that aspire to provide a true cloud-based music experience should ensure that they are platform- and brand-agnostic . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: Shopping Habits Of Loyalty Program Subscribers  (531 KB PPT)

by Jacqueline Anderson, September 4, 2009

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