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 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

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 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 . . .

For eBusiness & Channel Strategy Professionals

Profiling The Multichannel Consumer

How Retailers Can Enable Multichannel Consumer Behavior

by Patti Freeman Evans, July 29, 2009

Seventy percent of US online consumers research products online and purchase them offline. Based on this behavior, Forrester has identified two consumer categories: multichannel buyers and online window shoppers. Multichannel buyers use the Web for both . . .

For eBusiness & Channel Strategy Professionals

Realities Of Mobile Commerce In Europe

by Victoria Bracewell Lewis, July 15, 2009

New mobile handsets, technologies, and applications are beginning to engage shoppers in growing numbers throughout Europe. Although adoption remains low, customers will increasingly use their mobile devices to find stores, research products, make purchases, . . .

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 eBusiness & Channel Strategy Professionals

The State Of Retailing Online 2009: Marketing

by Sucharita Mulpuru, June 5, 2009

This report reflects the 12th annual fielding of "The State of Retailing Online," a Shop.org study conducted by Forrester Research. The objective of the study is to collect a series of benchmarks from online retailers that primarily transact in the business-to-consumer . . .

For eBusiness & Channel Strategy Professionals

Trends 2009: US Online Retail

Surviving Companies Must Focus On Quick Wins And Pricing To Grow

by Sucharita Mulpuru, April 29, 2009

While consumer-facing companies struggle to grow in an unprecedented economic climate, Web divisions of these companies continue to garner attention, from both shoppers seeking lower prices and executives looking to lower the cost of transactions. In . . .

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

Alternative Delivery Options: Benefiting Both Buyers And Retailers

by Patti Freeman Evans, February 18, 2009

In-store pickup, shipment to store, and parcel pickup points all offer an alternative to home delivery of eCommerce orders in Europe. For retailers, alternative deliveries can create an opportunity for incremental sales, while also allowing them to develop . . .

For eBusiness & Channel Strategy Professionals

The Emerging Opportunity In Mobile Commerce

Explosive iPhone Adoption Resuscitates An Old Idea

by Sucharita Mulpuru, February 12, 2009

The rapid consumer adoption of the iPhone has encouraged retailers to once again consider the mobile-enabled commerce opportunity. Only 14% of US Web buyers who own a mobile device that is capable of accessing the mobile Internet have used it to make . . .

For eBusiness & Channel Strategy Professionals

Multichannel: In-Store Pickup Gains Importance

Consumers' Expectations Rise, But Retailers Are Slow To Respond

by Brian K. Walker, February 5, 2009

Increasingly, customers of multichannel retailers are expecting in-store pickup of online orders. These retailers have an opportunity to drive sales, increase customer satisfaction, and mitigate competition from online-only retailers that are relentlessly . . .

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 eBusiness & Channel Strategy Professionals

Multichannel Experiences Still Need Work

Consumers Report Low Satisfaction When Shopping Across Channels

by Sucharita Mulpuru, February 2, 2009

Superior cross-channel experiences continue to be the goal for most retail executives of multichannel businesses. Yet a recent Forrester survey of consumers highlighted the particularly large opportunity in delivering better customer experiences across . . .

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 Consumer Market Research Professionals

Technographics® Survey Highlight: North American Technographics Customer Experience Online Survey, Q4 2008  (457 KB PPT)

by Jacqueline Anderson, January 23, 2009

This highlight deck summarizes the key findings from Forrester's North American Technographics Customer Experience Online Survey, Q4 2008.

For eBusiness & Channel Strategy Professionals

How The Net Is Influencing European Offline Sales

by Valerie Batut, Reineke Reitsma, January 23, 2009

For the past decade or so, an increasing number of European consumers have been relying on the Internet to provide them with information on products and services. Today, more than half of the European online population is regularly using the Internet . . .

For Customer Experience Professionals

Cross-Channel Design, One Channel Pair At A Time

Simplify Your Approach By Focusing On Pairs Of Channels

by Adele Sage, January 21, 2009

Consumers are moving from channel to channel, but they're not satisfied with the experiences. Since fixing broken cross-channel experiences can be overwhelming, firms should focus on improving pairs of channels. This approach creates immediate value, . . .

For Customer Experience Professionals

How Satisfied Are Shoppers When Moving Across Channels?

by Adele Sage, December 16, 2008

In Forrester's 2007 Customer Experience Index, retailers nabbed four of the top five slots. But are all retail experiences created equal? Not exactly. In the categories of apparel, wireless products, consumer electronics, personal computers, and large . . .

For Marketing Leadership Professionals

How To Stimulate Consumers To Buy Online

Making The Most Of The Internet And Offline Retail Worlds

by Kim Le Quoc, Jaap Favier, November 17, 2008

In the next five years, eCommerce sales will increase at a higher compounded average growth rate (CAGR) than in-store sales — recession or no recession. However, the Internet affects more than just Web sales. One consumer out of two mixes online and offline . . .

For eBusiness & Channel Strategy Professionals

The State Of Retailing Online 2008: Profitability, Economy, And Multichannel Report

by Sucharita Mulpuru, October 15, 2008

As part of "The State of Retailing Online," a Shop.org study conducted by Forrester Research, we surveyed online retailers in June and July 2008 about their profitability and outlook for the coming 12 months, given the current state of the economy. Online . . .

For Consumer Market Research Professionals

Technographics Survey Highlights: European Technographics Retail, Customer Experience, And Travel Online Survey, Q3 2008  (419 KB PPT)

by Olesia Klevchuk, October 8, 2008

This highlight deck summarizes the key findings from Forrester's European Technographics Retail, Customer Experience, And Travel Online Survey, Q3 2008.

For Marketing Leadership Professionals

Portrait Of A Loyalist

Brand Loyalists Are Savvy Shoppers Who Influence Their Peers

by Lisa Bradner, September 22, 2008

Loyal consumers are more likely to be female, family oriented, and older. Active purchasers, they shop around and speak with their friends and family about their preferences before pledging their loyalty. To capture these lucrative consumers, marketers . . .

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 . . .