For Customer Intelligence Professionals

Case Study: The UK's Channel 4 Decodes Customer Engagement

How To Measure Engagement To Drive Business Results

by Julie M. Katz, November 20, 2009

Despite Forrester's four-part engagement definition, many Customer Intelligence professionals struggle to find the best way to measure engagement. When Channel 4 (C4), a media outlet in the UK, shifted its teen programming from TV to online, it needed . . .

For Consumer Product Strategy Professionals

US Pay-TV Forecast, 2009 To 2014

by Bobby Tulsiani, November 16, 2009

The pay-TV category is a nearly fully penetrated market, reaching 82% of US households today. With little room to increase the market, cable, satellite, and telecom TV providers are fighting an intense battle for market share. Forrester expects telecom . . .

For Consumer Product Strategy Professionals

Connected TVs Need To Sharpen Their Value Proposition

TV Makers Can't Reinvent TV Without Dramatic Steps

by Laurence Meyer, November 11, 2009

Connected TVs offer a huge advantage compared with legacy interactive TV and Internet TV platforms; they will also be in more than one-third of European TV households by 2014. With more than 150 million potential European users in 2014, connected TVs . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: The Triple-Play Landscape In Canada  (530 KB PPT)

by Joost van Kruijsdijk, November 5, 2009

This highlight deck summarizes the key findings related to devices and bundling from Forrester's North American Technographics Telecom And Devices Online Survey, Q3 2009 (Canada). This is the second survey highlight in a series from the North American . . .

For Consumer Product Strategy Professionals

US DVR Forecast, 2009 To 2014

The DVR Pairs Up With Online Video To Shape The Future

by James L. McQuivey, Ph.D., October 30, 2009

The digital video recorder (DVR) was once considered a terrible disruptor in the TV and video business: It was going to bring an end to everything the industry holds dear. Now that it's firmly entrenched in 26% of US homes, industry players have learned . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: US Youth Device Ownership And Habits  (598 KB PPT)

by Ina Mitskaviets, Corina Matiesanu, October 19, 2009

This highlight deck summarizes the key findings related to devices and mobile usage from Forrester's North American Technographics Youth Online Survey, Q2 2009 (US). This is the second survey highlight in a series from the North American Technographics . . .

For Consumer Product Strategy Professionals

The Next-Gen Product Convenience Challenge

Apply Convenience Kaizen Across Entire Product Portfolios

by Ian Fogg, October 6, 2009

Due to the speed of product launches and updates in the Internet era, companies no longer have the luxury of reflecting on product and service convenience at a time of their choosing. They must think continually about what benefits every product in their . . .

For Consumer Product Strategy Professionals

European Digital TV Forecast, 2009 To 2014

Competitive Pressure In The Western European TV Market Is Going To Intensify

by Laurence Meyer, October 2, 2009

2009 to 2014 will see the end of the TV digitization process and an intensification of competition in the Western European TV market. Although the basics of TV reception in Europe will not change a great deal during that period, TV service providers will . . .

For Customer Experience Professionals

The Customer Experience Generation Gap

Customer Experience Index Scores Across Five Generations And 12 Industries

by Bruce D. Temkin, September 30, 2009

Across most industries, Seniors give firms the highest marks for customer experience, and Gen Yers give them the lowest. The most significant exception is that Older Boomers give PC manufacturers the lowest scores. The difference across generations is . . .

For Consumer Product Strategy Professionals

European IPTV Forecast, 2009 To 2014

IPTV's High Growth Rates Are Coming To An End

by Laurence Meyer, September 23, 2009

IPTV adoption in Western Europe will continue to enjoy dynamic growth between 2009 and 2014 — 19% per year — resulting in 20.3 million IPTV households in 2014. However, during that period, the dynamics of the IPTV market will change: The main growth factors . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: Device Adoption And Netbooks  (578 KB PPT)

by Olesia Klevchuk, September 21, 2009

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

For Consumer Product Strategy Professionals

Mediaset Gets Italians Used To Pay TV

Mediaset Premium Ignites The Italian Pay-DTT Market With Prepaid Cards

by Laurence Meyer, September 17, 2009

The launch of digital terrestrial TV (DTT) in Italy in 2004 gave leading Italian commercial TV broadcaster Mediaset the opportunity to diversify its activities; it launched Mediaset Premium, a TV service that offers premium TV content, in January 2005. . . .

For Consumer Product Strategy Professionals

US HDTV Forecast, 2009 To 2014

Multi-HDTV Owners Become The Default Buyers

by James L. McQuivey, Ph.D., September 3, 2009

The nature of the high-definition TV (HDTV) buyer is changing — from first-time buyers purchasing their first HDTV to second- and even third-time buyers. By 2014, the HDTV will be in 71% of US households, and more than half will have two or more. Selling . . .

For Consumer Market Research Professionals

The State Of Consumers And Technology: Benchmark 2009, US

A Life Stage Analysis Of The US Benchmark Survey

by Charles S. Golvin, Jacqueline Anderson, September 2, 2009

This report is a graphical analysis of Forrester's North American Technographics® Benchmark Survey, 2009. It provides an overview of US consumers' demographics, behaviors, and technology attitudes by life stage. The document includes five-year forecasts . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: Media Consumption In Asia Pacific  (422 KB PPT)

by Olesia Klevchuk, September 1, 2009

This highlight deck summarizes the key findings related to media from Forrester’s Asia-Pacific Technographics Survey, Q2 2009. This is the first survey highlight in a series from the Asia-Pacific Technographics Survey, Q2 2009.

For Customer Experience Professionals

Service Seekers Are More Loyal Than Price Seekers

Examining Four Segments Of Consumers Across 12 Industries

by Bruce D. Temkin, August 31, 2009

In previous research, Forrester created four segments of consumers based on their interest in low prices and good customer service: Service Seekers, Price Seekers, Price & Service Seekers, and Others. We examined the loyalty of these segments across . . .

For Consumer Product Strategy Professionals

Five Things We Want From Social TV

Why And How Social Networking Will Take Over The Living Room TV

by James L. McQuivey, Ph.D., August 7, 2009

Thanks to Verizon, the first meaningful Facebook widget in the US has come to the TV. Some question whether the active Social Computing experience has any place in the so-called "lean back" living room experience. Those people are wrong. Once Facebook, . . .

For Marketing Leadership Professionals

The Right Media Mix To Reach UK Moms

by Mary Beth Kemp, August 5, 2009

Moms, as influential household decision-makers, have always been desirable targets for many advertisers. Yet, they're not that easy to reach. They do favor television in their spare time but also tend to demonstrate rather complex media behaviors. To . . .

For Consumer Product Strategy Professionals

How To Survive The Media Meltdown

Identifying Successful Content Strategies

by Nick Thomas, August 5, 2009

The media meltdown — where traditional media business models based on scarcity and control are fundamentally challenged by the new realities of digital media consumption — is creating huge problems for media companies. But consumers are spending more . . .

For Consumer Market Research Professionals

Consumer Behavior Online: A 2009 Deep Dive

by Jacqueline Anderson, July 27, 2009

The Internet is embedded more than ever into consumers' lives, and they are not turning back. People's online behaviors are becoming more integrated into their offline interactions, and it's critical that companies understand where and how to reach them . . .

For Customer Experience Professionals

Who Wants Low Prices Or Good Customer Service?

Examining Four Segments Of Consumers Across 12 Industries

by Bruce D. Temkin, July 23, 2009

In previous research, Forrester found that US consumers looked for good customer service more often than lower prices. To understand this dynamic in more detail, we created four segments of consumers: Service Seekers, Price Seekers, Price & Service . . .

For Marketing Leadership Professionals

What The Media Meltdown Means For Marketing

by David Card, July 21, 2009

The recession has accelerated systemic changes in the media landscape: Audiences are fragmenting, taking more control, and seeking inexpensive — or free — alternatives. Combined, print and television will lose almost $17 billion in US ad spending in 2008 . . .

For Consumer Market Research Professionals

Technographics® Insight: European Consumer Device Adoption Trends   (584 KB PPT)

by Joost van Kruijsdijk, July 17, 2009

This Technographics Insight takes a look at consumer device adoption in Europe. It focuses on how device penetration numbers have changed over the past three years, as well as the purchase intention for these devices in the next six months.

For Consumer Product Strategy Professionals

Case Study: The Weather Channel Pushes Mobile As A Developed Media Outlet

A Mobile POST Case Study

by Julie A. Ask, Seth Fowler, July 13, 2009

US media company The Weather Channel has a mobile strategy that is based on an understanding of the cell phone as an additional media channel that can reach its audience. Mobile complements its cable and satellite TV, radio, and online channels. The Weather . . .

For Consumer Product Strategy Professionals

The Recession's Impact On US Media Consumers

by Sarah Rotman Epps, July 8, 2009

Eighteen months into the US recession, consumers are feeling the pain. They're cutting back on certain forms of media and entertainment, such as buying music CDs, DVDs, and magazines from a store or kiosk. But other forms of media show stability: For . . .