For eBusiness & Channel Strategy Professionals

Online Retailers' Adoption Of Online Video Content Is Ahead Of Consumers' Preferences

by Patti Freeman Evans, November 5, 2009

Sixty-eight percent of the top 50 Internet retailers use video content on their Web sites, compared with 18% in 2008. Online retailers are committed to making product videos central to their merchandising and marketing strategies because of the positive . . .

For eBusiness & Channel Strategy Professionals

US Online Holiday Retail Forecast, 2009

by Sucharita Mulpuru, November 2, 2009

Forrester expects online retail sales to reach $44.7 billion during the months of November and December 2009, an 8% increase over 2008. Despite the lingering effects of the global financial crisis, the online space remains the retail industry's growth . . .

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

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 eBusiness & Channel Strategy Professionals

The State Of Retailing Online 2009: Merchandising And Web Optimization

by Sucharita Mulpuru, August 14, 2009

The annual fielding of "The State of Retailing Online," a Shop.org study conducted by Forrester Research, asked retailers about their prioritization and success rates regarding more than 50 site merchandising and Web optimization tools. Even though retailers . . .

For CIOs

Retail CIOs: Prepare For Retail 2020

Well-Conceived Options For Game-Changing Technologies Will Catapult Your Perceived Value

by George Lawrie, August 10, 2009

Retail in Europe and North America is in the eye of a storm. Battered first by the fragmentation of traditional mass markets, then by the challenge of cross-channel interaction, and finally by a global recession and transfer of economic power to Asia, . . .

For CIOs

Retail Technology Self-Assessment Workbook  (150 KB XLS)

by George Lawrie, July 22, 2009

The Retail Technology Self-Assessment workbook can be used to evaluate retailers' strengths and weaknesses across a set of retail-centric technologies, processes, and capabilities. Retail IT executives should use this workbook to identify how well technology . . .

For Customer Experience Professionals

How Satisfied Are Spanish Consumers With Online Customer Experiences?

by Jonathan Browne, June 18, 2009

We asked more than 1,700 Spanish consumers how satisfied they were with their experiences on top Spanish Web sites. The majority of consumers were satisfied or very satisfied. El Corte Inglés scored highest in consumer satisfaction, while Area PC came . . .

For Customer Experience Professionals

How Satisfied Are Italian Consumers With Online Customer Experiences?

by Jonathan Browne, June 18, 2009

We asked more than 2,000 Italian consumers how satisfied they were when using top Web sites in Italy. Most consumers were satisfied or very satisfied with their experiences. eBay led in satisfaction ratings, while ePRICE came last in our list. The most . . .

For Customer Experience Professionals

How Satisfied Are Dutch Consumers With Online Customer Experiences?

by Jonathan Browne, May 27, 2009

We asked more than 1,000 Dutch consumers about their satisfaction with Dutch Web sites. The majority reported that they were satisfied or very satisfied with their experiences. Bol.com had the highest satisfaction rates, while Bruna came in last. Dutch . . .

For Customer Experience Professionals

How Satisfied Are Swedish Consumers With Online Customer Experiences?

by Jonathan Browne, May 27, 2009

We asked more than 500 Swedish consumers how satisfied they were when using top Web sites in Sweden. The majority of consumers were satisfied or very satisfied with their experiences. Blocket achieved the highest satisfaction rates, while eBay trailed. . . .

For Customer Experience Professionals

How Satisfied Are German Consumers With Online Customer Experiences?

by Jonathan Browne, May 13, 2009

We asked more than 3,300 German consumers how satisfied they were when using 13 top German Web sites. The majority of consumers were satisfied or very satisfied with their experiences. Amazon had the highest satisfaction rate, while Nike trailed. German . . .

For Customer Experience Professionals

How Satisfied Are French Consumers With Online Customer Experiences?

by Jonathan Browne, May 8, 2009

We asked more than 2,500 French consumers how satisfied they were when using 15 top French Web sites. The majority of consumers were satisfied or very satisfied with their experiences. Fnac had the highest satisfaction rate, while CAMIF trailed behind . . .

For eBusiness & Channel Strategy Professionals

Market Overview: Digital eCommerce Solutions

The Landscape Of Digital eCommerce Solutions Continues To Evolve

by Brian K. Walker, May 5, 2009

Digital products have become a ubiquitous part of the modern lifestyle as consumers buy and download software and digital media of all types to consume — on their PCs, mobile phones, handheld devices, and increasingly on their TVs. To meet this demand . . .

For Business Process & Applications Professionals

Filling The Store Labor Productivity Gap

How Can Retailers Deploy Technologies That Boost Store Labor Productivity?

by George Lawrie, April 23, 2009

Labor costs run at between 10% and 13.5% of retailers' revenues, but store labor workload is soaring to accommodate more product introductions and promotions. At the same time, store associates must cope with much better informed consumers, shorter product . . .

For CIOs

Retail Technology Investment Priorities

Which Technologies Should CIOs Drive To Generate Quick Returns For Shareholders?

by George Lawrie, April 1, 2009

With the global economy amid financial meltdown, retail CIOs face complex IT choices. Should they continue process improvement initiatives, upgrade their best-of-breed portfolio, or implement a standardized suite? All of these involve significant demands . . .

For Consumer Product Strategy Professionals

Video On Demand Must Compete With DVD And The Economic Downturn

Develop Improved VOD Strategies To Counter Difficult Market Conditions

by Laurence Meyer, March 23, 2009

DVD is still Europeans' preferred medium for consuming digital video content on demand. Video product strategies must operate within the context of DVD's current market dominance. Yet TV-based video-on-demand (VOD) uptake is growing fast; roughly 35% . . .

For Customer Experience Professionals

How Satisfied Are UK Consumers With eCommerce Experiences?

by Jonathan Browne, March 12, 2009

Forrester asked nearly 3,000 UK consumers how satisfied they were when using 19 top UK eCommerce Web sites across two industries: retail and travel. On average, consumers were satisfied with their experiences, but there's still room for improvement. Amazon . . .

For eBusiness & Channel Strategy Professionals

Online Retail Checkout Best Practices

Customer Service Tactics For Meeting Customer Needs

by Zachary McGeary, February 19, 2009

Shopping cart abandonment continues to challenge eBusiness executives. The loss of sales opportunities attributable to a lack of contextual or accessible information is easily avoidable. To facilitate purchases, eBusiness executives must ensure that critical . . .

For eBusiness & Channel Strategy Professionals

Global Web Site Spending: Benchmarking Spending On International Offerings

by Zia Daniell Wigder, February 12, 2009

Despite the belt-tightening taking place at many businesses, the majority of companies do not plan to curtail spending on global Web initiatives in 2009. A survey of 250 Web site decision-makers revealed that almost two-thirds operate international versions . . .

For Business Process & Applications Professionals

Planning Your Merchandising Makeover

Merchandising Planning Initiatives Put Consumer Service At The Center Of Retail Planning Processes

by George Lawrie, February 3, 2009

Retailers face an uncertain future with merchandising processes, the key factor in their differentiation, in some disarray. Over the next three years, a minority already plans a massive overhaul — but in a cruelly competitive market, many more should . . .

For Consumer Market Research Professionals

Technographics® Survey Highlight: North American Technographics Retail Online Survey, Q3 2008  (348 KB PPT)

by Jacqueline Anderson, January 23, 2009

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

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 eBusiness & Channel Strategy Professionals

Online Retail Site Experience

Meeting Online Buyers' Needs via Site Search

by Patti Freeman Evans, December 5, 2008

Search has become an inherent part of any consumer's online shopping experience, requiring retailers' special attention.

For eBusiness & Channel Strategy Professionals

Shopping Site Features in Europe

Improving Search Functionality, Product Imagery to Increase Sales

by Nate Elliott, December 2, 2008

As tough economic times force Europeans to spend less, they plan to do more product research online. The online retailers whose sites offer the most useful features and information will be well positioned to turn browsers into buyers.