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 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

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 Customer Intelligence Professionals

Case Study: ING Delivers Personalized Product Offers Across Channels In Real Time

by Alexander Hesse, October 27, 2009

Dutch bank ING's marketing campaigns were losing effectiveness because many of them weren't relevant to the bank's customers. The bank's organizational structure, processes, applications, and heavy reliance on direct mail were not meeting the needs of . . .

For Consumer Product Strategy Professionals

Driving A Contactless Network Effect In The US

Supply Is Strong, But Only Marketing And Usage Rewards Will Drive Demand

by Edward Kountz, October 23, 2009

While recent years have seen increased issuance and merchant acceptance of contactless payments in the US, consumer usage remains low. Some institutions are exploring instant issuance and contactless payment stickers as steps to alter this dynamic, but . . .

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 eBusiness & Channel Strategy Professionals

How UK Banking Customers Use Different Channels

by Benjamin Ensor, October 9, 2009

The steady growth of online banking in the UK over the past decade is changing the way people use other banking channels. Half of UK adults still visit a branch each month, although the number of regular branch users has fallen. Banks' efforts to persuade . . .

For eBusiness & Channel Strategy Professionals

The Web Channel Has A Key Role In Cross-Selling Financial Products

by Brad Strothkamp, September 29, 2009

Forrester has published a report to help financial service product executives understand and exploit opportunities to cross-sell existing customers into broader relationships. This report is also critical for eBusiness and channel strategy professionals. . . .

For Consumer Product Strategy Professionals

Solving The Cross-Sell Imperative In Financial Services

Moving Beyond Desire To Actually Get Customers To Buy More

by Brad Strothkamp, September 25, 2009

The goal of cross-selling additional products to consumers is the mantra of every business executive, regardless of industry. But in financial services, it has been mostly an elusive goal: A good portion of consumers are open to buying multiple products . . .

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 Consumer Market Research Professionals

Technographics® Survey Highlights: Online Banking Usage And Customer Journey For Financial Products  (439 KB PPT)

by Olesia Klevchuk, September 15, 2009

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

For eBusiness & Channel Strategy Professionals

iPhone Apps Fill Mobile Banking Gaps

Forgotten Functionality Holds Clues To What Banks Should Do Next

by Emmett Higdon, Alexander Hesse, September 15, 2009

Apple's iTunes App Store now offers more than 1,000 personal finance applications from banks and third-party developers for download. While today's iPhone apps from the largest banks add little value beyond what is already delivered through online banking . . .

For eBusiness & Channel Strategy Professionals

Case Study: Nationwide Insurance Uses Mobile To Offer Customers Self Service On The Road

A Mobile POST Case Study

by Julie A. Ask, Chad Mitchell, September 11, 2009

Nationwide Mutual Insurance was the first US insurer to develop a custom mobile application for the Apple iPhone. The firm's mobile application offers customers the ability to file a claim and upload pictures of an accident, follow a detailed accident . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: US Youth Financial Behaviors And Attitudes  (442 KB PPT)

by Jacqueline Anderson, August 31, 2009

This highlight deck summarizes the key findings related to travel from Forrester’s North American Technographics Youth Online Survey, Q2 2009 (US). This is the third survey highlight in a series from the North American Technographics Youth Online Survey, . . .

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 eBusiness & Channel Strategy Professionals

2009 Canadian Bank Secure Web Site Rankings

RBC Posts Solid Scores In All Areas Of Forrester's Review

by Emmett Higdon, August 25, 2009

Forrester again this year evaluated the secure Web sites of the seven largest Canadian banks and credit unions — Bank of Montreal, CIBC, Desjardins, National Bank of Canada, RBC Royal Bank, Scotiabank, and TD Canada Trust — using our Competitive Site . . .

For eBusiness & Channel Strategy Professionals

US Investors Continue To Adopt eStatements

by Bill Doyle, August 21, 2009

Investor adoption of eStatements continues to inch forward. What's holding back wider adoption of eStatements? Most brokerage clients say that they need a paper statement for their records.

For eBusiness & Channel Strategy Professionals

European Online Banking Users Employ Few Features

Online Banking Is Mostly Used For Information And Routine Transactions

by Vanessa Niemeyer, Ph.D., Lauriane Camus, August 20, 2009

The number of Europeans who bank online has grown by 30% from 69 million in 2006 to nearly 92 million in 2009. Despite that growth, the behavior of online banking users hasn't changed much. Checking account balances, looking at statements, and viewing . . .

For Customer Experience Professionals

Best And Worst Of Financial Services Brand Building Web Sites, 2009: Credit Card Providers

by Ron Rogowski, August 17, 2009

How good are the brand experiences offered by major credit card Web sites? To find out, we graded the sites of four top brands — American Express, Capital One, Citigroup, and Discover — on how well they communicate their Brand Image and deliver value . . .

For Customer Experience Professionals

Best And Worst Of Financial Services Brand Building Web Sites, 2009: Banks

by Ron Rogowski, August 14, 2009

The banking industry features some of the most recognizable brand names in the US, like Bank of America, SunTrust Bank, U.S. Bank, and Wells Fargo. But how good are the brand experiences offered by major banks' Web sites? To find out, we graded the sites . . .

For eBusiness & Channel Strategy Professionals

US Teen Millennials Underscore The Vital Nature Of The Online Channel To Financial Services

Profiling The Financial Attitudes And Behavior Of US Online Teenagers

by Brad Strothkamp, Peter Wannemacher, August 13, 2009

There are roughly 20 million Teen Millennials — individuals between 13 and 17 years old — in the US. As consumers, Teen Millennials tend to be loyal to brands but mistrustful of financial providers. Forrester's data shows that despite educational efforts . . .

For eBusiness & Channel Strategy Professionals

Case Study: Sovereign Bank Improves Multichannel Selling With Online Advice Tool

by Chad Mitchell, August 10, 2009

Sovereign Bank knew that more small business customers were going online, but its Web site had only static content with no online application. New accounts could only be opened in branches. Many of the leads Sovereign did get online were unqualified, . . .

For Customer Experience Professionals

Best And Worst Of Financial Services Brand Building Web Sites, 2009: Investment Firms

by Ron Rogowski, August 7, 2009

How good is the brand experience offered by major investment Web sites? To find out, we graded the sites of four top brands — Charles Schwab, Edward Jones, Fidelity Investments, and Vanguard — on how well they communicate their Brand Image and deliver . . .

For eBusiness & Channel Strategy Professionals

Solving Online Application Abandonment

Ten Proven Tactics To Maximize Completion Rates For Financial Products

by Brad Strothkamp, August 7, 2009

The increasing importance of the Web in the acquisition process makes solving application abandonment a vital part of an eBusiness strategy. Most firms lack the resources or proper analytics to adequately attack the problem. This document uncovers successful . . .