For Consumer Market Research Professionals

Technographics® Survey Highlight: North American Technographics Retail Online Survey, Q1 2009 (US)  (706 KB PPT)

by Corina Matiesanu, June 17, 2009

This highlight deck summarizes the key findings from Forrester’s North American Technographics Retail Online Survey, Q1 2009 (US). This deck covers the impact of the economy on shopping behaviors, overall online shopping behaviors, reasons for not shopping . . .

For Customer Experience Professionals

Engage Gen Y Online With Social Interactivity

by Bruce D. Temkin, June 2, 2009

Gen Y is a unique breed. Firms can't interact with these young consumers in the same way they do with older consumers. That's why Forrester identified four design approaches for reaching Gen Y online: immediacy, Gen Y literacy, individualism, and social . . .

For Consumer Product Strategy Professionals

Case Study: Levi Strauss & Co. Exposes Its Environmental And Social Responsibility

A Global Vision For E&SR Product Strategy Drives Product Differentiation

by Sally M. Cohen, May 19, 2009

Levi Strauss & Co. has engaged in concerted environmentally and socially responsible (E&SR) product strategies since the early 1990s — but it rarely informed its customers of its market-leading E&SR behaviors. Over the past two years, Levi . . .

For Customer Experience Professionals

Best And Worst Of B2C Site Design, 2009

Forrester Applies Its Web Site Review Methodology To 16 Major Firms

by Adele Sage, April 14, 2009

Forrester applied its Web Site Review methodology to the site experiences at 16 firms — four each of the largest auto insurers, discount retailers, footwear manufacturers, and online travel agencies. While Expedia received the highest score, all 16 sites . . .

For eBusiness & Channel Strategy Professionals

Online Marketing Benchmarks For Internet Retailers

by Patti Freeman Evans, April 3, 2009

Search engine marketing continues to be a central part of online advertising budgets, as well as the main driver of online sales. At the same time, the percentage of advertising spending is directly proportional to the percentage of online sales generated . . .

For eBusiness & Channel Strategy Professionals

How To Sell To Young Consumers Online

Effective Online Strategy For European Online Shoppers Ages 15 To 24

by Lauriane Camus, Patti Freeman Evans, April 3, 2009

European online consumers ages 24 or younger are highly active online users — and present a challenging mix of openness and skepticism to online retailers looking to connect with them. Because they are young, these customers are still establishing relationships . . .

For Consumer Product Strategy Professionals

Making The Case For Environmentally And Socially Responsible Consumer Products

A Small But Lucrative Group Of Consumers Will Pay More For Green Or Socially Responsible Products

by Sally M. Cohen, March 6, 2009

Most consumers care enough about the environment and the community that they consider these concerns when making purchase decisions — including taking into account whether a company treats its employees fairly or is deemed environmentally friendly by . . .

For Interactive Marketing Professionals

Skechers Works with Revenue Science to Retarget In-Market Shoe Buyers

by Emily Riley, November 24, 2008

Skechers is a shoe company, and Revenue Science is a BT network.

For eBusiness & Channel Strategy Professionals

Brand-Building Online Content Matters For eBusiness And Channel Strategy In A Recession

by Henry H. Harteveldt, October 8, 2008

eBusiness executives need all the help they can get during this economic downturn in making their online businesses more successful. When looking for opportunities to optimize sales, executives must turn an eye toward online content. As an example of . . .

For Interactive Marketing Professionals

An Interactive Marketer's Introduction To Web Site Imagery That Builds Brands

by Christine Spivey Overby, September 19, 2008

Web site imagery builds brands when it is both helpful and engaging. Interactive marketers should work with their customer experience counterparts to ensure that Web site imagery supports brand attributes and follows basic design principles such as contrast, . . .

For Customer Experience Professionals

Web Site Imagery That Builds Brands

by Ron Rogowski, August 27, 2008

Brand-building Web site imagery helps target users accomplish their goals while reinforcing key brand attributes. While many firms struggle to incorporate brand-building imagery on their sites, we uncovered several companies that successfully employ design . . .

For Technology Sales Enablement Professionals

Industry Essential: Global Retail Industry

eCommerce Revitalization And "Legacy Lifelines" Dominate Retailers' IT Plans Around The Globe

by George Lawrie, August 13, 2008

IT spending and interest in new initiatives follows the sun, with optimism waning from Asia Pacific to Europe and then to North America. But retailers across the globe share many priorities — notably, common interest in prolonging the life of legacy apps . . .

For Customer Experience Professionals

Don't Miss These Opportunities To Differentiate Your Site With Brand-Building Copy

by Ron Rogowski, July 30, 2008

Done correctly, subtle changes to link names, system feedback, and error messages can help take a site experience from bland to differentiated. To get the maximum brand-building benefit from their sites, customer experience professionals should specify . . .

For eBusiness & Channel Strategy Professionals

Large Multichannel Apparel Retailer Uses Loyalty Program to Enhance Quality Assurance Process on Site Relaunch

by Patti Freeman Evans, July 26, 2008

This large multichannel retailer is based in the US, operating catalog, store, and online businesses.

For Customer Experience Professionals

Mexx Localizes for European Markets, While Centralizing to Keep Costs in Check

by Zia Daniell Wigder, May 14, 2008

Liz Claiborne–owned Mexx is a Dutch-based retailer with 9,000 outlets in more than 50 countries. During the past five years, Liz Claiborne's international sales rose 59 percent to almost $1.5 billion in 2007, largely due to the continued expansion of . . .

For Business Process & Applications Professionals

Case Study: High 5 Sportswear Scores Big With A Smart SaaS CRM Implementation

by Pete Marston, William Band, May 7, 2008

What happens when your customer service reps have to blindly make decisions without having the right customer and sales data to guide them? High 5 Sportswear, an athletic apparel distributor based in the Pacific Northwest, faced precisely this challenge . . .

For Business Process & Applications Professionals

Best Practices: The Smart Way To Implement CRM SaaS Solutions

by William Band, Pete Marston, May 7, 2008

CRM software-as-a service (SaaS) solutions have moved beyond their previous status as a specialized deployment option and into the mainstream. According to Forrester's Enterprise and SMB Software Survey, North America and Europe, Q3 2007, more than a . . .

For eBusiness & Channel Strategy Professionals

Fair Indigo Launches with Process, Systems, and Organization Aligned Across All Channels

by Patti Freeman Evans, March 30, 2008

Fair Indigo is a multichannel retailer located in Madison, Wisconsin dedicated to selling apparel and accessories made by companies implementing fair-trade practices.

For B2B Market Research Professionals

How To Prioritize Marketing By Product Type  (181 KB PPT)

by Peter Kim, November 19, 2007

This data chart is a profile of adult consumers media usage preference during each stage of the marketing funnel. The products that are profiled include low, medium, and high consideration products.

For eBusiness & Channel Strategy Professionals

Fashion And Online Shopping: It's A Match

Trending US Online Fashion Buyers, 2001 To 2007

by Sucharita Mulpuru, Peter Hult, November 15, 2007

In 2006, online apparel sales outpaced computer hardware and software for the first time — evidence of the maturing eCommerce landscape. Who are the online clothing buyers driving this growth, and how many people are actively purchasing fashion items . . .

For eBusiness & Channel Strategy Professionals

Online Fashion Buyers

Targeting Price-Sensitive High Spenders

by Dorothee Guthrie-Vogel, July 13, 2007

An increasing number of brick-and-mortar retailers in the UK, such as Tesco and Asda, are announcing the addition of apparel and footwear ranges to their product offerings and are integrating them into their online strategy. The manner in which European . . .

For eBusiness & Channel Strategy Professionals

The Timberland Company Attacks Conventional Wisdom via Hypothesis-Driven Metrics Use

by Patti Freeman Evans, May 29, 2007

A $1.6 billion company that designs, engineers, markets, distributes, and sells premium-quality footwear, apparel, and accessories for men, women, and children, The Timberland Company of Stratham, New Hampshire, started life in 1955 as the Abington Shoe . . .

For Interactive Marketing Professionals

Bare Necessities Increases Market Insight with Hitwise Search Intelligence

by Sapna Satagopan, February 28, 2007

For eBusiness & Channel Strategy Professionals

Global Footwear and Apparel Vendor Uses Customer Feedback to Extend Customer Service Best Practices Throughout Company

by Zachary McGeary, January 9, 2007

For Business Process & Applications Professionals

Managing Apparel's Demand Uncertainty

by Kim Le Quoc, George Lawrie, September 23, 2005

Apparel firms in North America and Europe source in low-cost regions like Asia and suffer the consequences of long and inflexible supply chains. As a result of a significant lack of responsiveness, nearly half of European and North American apparel retailers . . .