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Customer Service Drives The Future Of Online Sales, Predicts Forrester Research
Online consumers expect customer service to involve much more than post-purchase problem solving. According to a new Technographics® Report from Forrester Research, Inc. (Nasdaq: FORR), Web shoppers seek and expect customer service at each step of the transaction process. Exceptional service actually increases online buyers’ total satisfaction, which encourages repeat visits and word-of-mouth recommendations. “Retailers [...]
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Dot Com Or Dot Corp — The Right Organization Drives Net Success According To Forrester
Organizing for eCommerce is not a tactical decision — how a company organizes its Net efforts has strategic implications. A recent Report from Forrester Research, Inc. (Nasdaq: FORR) found that most firms are still struggling to find the optimal organization for their eCommerce efforts. To succeed, companies need to reshape their organizations along one of [...]
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Web Site Success Transcends Hits And Page Views, Predicts Forrester Research
According to a new Report from Forrester Research, Inc. (Nasdaq: FORR), today’s shallow valuation of Web site success fails to provide the insight needed to steer online efforts. To accurately quantify success, sites must examine visitor profiles and online behavior, instead of the number of page views. Leaders will extend this analysis to other channels, [...]
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Northern Europe Will Close The Ecommerce Gap With The US, According To Forrester Research B.V.
Europe’s online business and consumer trade will grow at triple-digit rates over the next five years, reaching [EURO]1.6 trillion by 2004. Attaining this growth will not be easy, however, and only Northern Europe will significantly close the gap with the US. A new Report from Forrester Research B.V. (Nasdaq: FORR) outlines how eCommerce networks can [...]
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Continental Airlines’ Web Site Lands First Place, According To Forrester PowerRankings™
High usability and customer service marks earned Continental Airlines the No. 1 spot in the Airlines category, the latest addition to Forrester PowerRankings announced today by Forrester Research, Inc. (Nasdaq: FORR). Forrester PowerRankings combine survey data from online consumers, rigorous shopping-experience tests, and unbiased expert analysis to provide objective rankings of the leading eCommerce sites. [...]
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Forrester Predicts That One In Three Europeans Will Access The Net Via Mobile Phone By 2004
Europe stands on the brink of a revolution in Internet access. By 2004, one-third of all Europeans — more than 219 million consumers — will regularly use their mobile phones to access Internet services according to a new Report from Forrester Research B.V. (Nasdaq: FORR). Although the sites that will host these services are already [...]
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Financial Firms Must Reinvent Themselves To Serve Net-Powered Consumers
According to a new Report from Forrester Research, Inc. (Nasdaq: FORR), financial services firms’ prospects are clouded by a new breed of Net-empowered consumers who don’t value the traditional service provided by today’s leaders. Financial firms will have to expand beyond their existing organizations to create autonomous subsidiaries, make acquisitions, or find partners willing to [...]
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Forrester Research Names Stanley H. Dolberg Vice President Of Research
Forrester Research, Inc. (Nasdaq: FORR) today announced the promotion of Stanley H. Dolberg to vice president of research. Dolberg succeeds Stuart D. Woodring, who will be launching several new ventures for Forrester. The appointment takes effect immediately. “We are very pleased to announce Stan’s promotion to vice president,” said George F. Colony, chairman of the [...]
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Cooperative eCommerce To Replace Affiliate Marketing
New affiliate programs redefine the consumer selling model as relationships between online retail and media sites mature. According to a new Report from Forrester Research, Inc. (Nasdaq: FORR), retail and media firms will share ownership of traffic, revenue, merchandising, and content to drive revenue and increase brand awareness. Affiliate programs will evolve from one-size-fits-all links [...]
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One In Three Europeans Will Embrace A Digital Lifestyle By 2003
Internet penetration in Europe will grow from 19% to 33% by 2003 as Europeans accelerate their integration of new technologies into everyday life. However, the popular embrace of mobile phones and the Internet will not mean that Europe can be viewed as a single market. In a new Technographics® Europe Report, Forrester Research B.V. (Nasdaq: [...]
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Ad Hoc Skills Solutions Are Not Enough; Companywide People Emphasis Is Necessary
A majority of companies are reporting skills shortages in IT and resorting to external help to close the gap. In order to survive, companies must change their skills and staff orientation toward an external technology (eT) focus and become people powerhouses. In a new Report, Forrester Research B.V. (Nasdaq: FORR) identifies three key elements needed [...]
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Multiapplication Smart Cards Will Fail To Materialize
By 2004, there will be 295 million smart cards in use in Europe. Companies today are using single-application smart cards to test the economies of scale for multiapplication smart cards, but transitioning to multiapplication cards, which offer a better business model and consumer proposition, will pose enormous challenges. In a new Report, Forrester Research B.V. [...]
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Forrester Predicts That The Web Will Shift Power From Networks To Professional Sports Leagues
More than 22% of North American households today actively follow sports on the Web. Just as the onset of online brokerage upset the balance of power in the investment world, the Internet will disrupt the broadcast network monopoly over the delivery of sports entertainment. In a recent Report, Forrester Research, Inc. (Nasdaq: FORR) predicts that [...]
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Brand Doesn’t Drive Young Consumers Online
Simple economics compels companies to win the hearts, minds, and wallets of young consumers. However, young consumers’ preferences for leading brands don’t correlate with traffic to these companies’ Web sites. According to a new Technographics® Report from Forrester Research, Inc. (Nasdaq: FORR), certain companies don’t need mass-appeal sites at all and should redirect their online [...]
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Mobile eCommerce Drives Wireless’ Future
Although wireless companies are banking on third-generation (3G) wireless systems to catapult them into new markets, new business models, not new technology, will drive wireless growth. According to a new Report from Forrester Research, Inc. (Nasdaq: FORR), carriers must leverage simpler infrastructures with the power of the Internet to drive mobile eCommerce. To profit from [...]
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Forrester Forum Explores Winning Business Models For The Real-Time Internet Economy
To succeed in the Internet economy, companies must undergo a pragmatic revolution — deconstructing existing processes and organizations and reinventing them to meet new market demands. At the Forrester Executive Strategy Forum in Boston, more than 800 corporate leaders gathered to learn how they must reshape their external business relationships and internal organizations to meet [...]
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Forrester Executive Strategy Forum To Explore Winning Strategies For The Internet Economy
Forrester Research, Inc. (Nasdaq: FORR) today announced the final agenda for the upcoming Executive Strategy Forum, “Beyond eCommerce: Winning In The Internet Economy,” to be held November 10-12, 1999, at the Westin Hotel Copley Place, Boston, Mass. This two-and-a-half-day Forum will focus on the eCommerce strategies and technologies that will enable companies to define and [...]
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US eCommerce Services Market To Reach $64.8 Billion In 2003
The US market for eCommerce services will boom as firms grapple with complex Internet initiatives linking internal technologies and processes to suppliers and customers. According to a new Report from Forrester Research, Inc. (Nasdaq: FORR), average eCommerce help budgets will rise from $750,000 in 1999 to $1.5 million in 2001. The increased demand for eCommerce [...]
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Forrester Technographics® Finds Online Consumers Fearful Of Privacy Violations
Two-thirds of online shoppers feel insecure about exchanging personal information over the Internet, affecting the amount of time and money consumers spend online. According to a new Technographics Report from Forrester Research, Inc. (Nasdaq: FORR), privacy fears hold back Web shopping. Only a small percentage of Web users with serious concerns shop online, while consumers [...]
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Forrester PowerRankings™ Provide Consumers With Objective Assessments Of eCommerce Sites
In a move to bring objective research and analysis to online consumers, Forrester Research, Inc. (Nasdaq: FORR) today announced the launch of Forrester PowerRankings — unbiased rankings of eCommerce sites in the most popular categories. Forrester’s PowerRankings combine survey data from online consumers, rigorous shopping-experience tests, and unbiased expert analysis to provide a complete assessment [...]