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  • Report Do Smartphone Owners Use The App, The Mobile Site, Or Both?

    A Forrester Data Snapshot
    June 15, 2016 | Nicole Dvorak, Kyle Steinhouse

    Apps and mobile websites serve both distinct and overlapping needs, sometimes for the same customer. By looking at consumers’ passively collected behavior on smartphones, we found that for some...

  • Report Trends 2013: US Retail eBusiness

    April 4, 2013 | Sucharita Kodali

    As US online retail continues to grow and capture shopper wallet share, online retail executives must determine the best areas on which to focus their limited resources, particularly given the...

  • Report Website Functionality Benchmark 2011: Luxury Department Stores

    Forrester Applies Its Website Functionality Benchmark Methodology To The Sites Of Four US Luxury Department Stores
    October 5, 2011 | Patti Freeman Evans

    Forrester applied its Website Functionality Benchmark evaluation methodology to the top four US luxury department stores: Barneys New York, Neiman Marcus, Nordstrom, and Saks Fifth Avenue. These...

  • Report Market Overview: Personal Financial Management Solutions

    A Global Guide To Choosing White-Label Personal Financial Management
    September 27, 2011 | Benjamin Ensor

    Online personal financial management (PFM) is rapidly moving up the priority lists of many eBusiness executives at banks and wealth management firms worldwide. Executives who want to offer online...

  • Report Do Check-Ins Really Drive Checkouts?

    Check-Ins Alone . . . No. But When Combined With Compelling Offers . . . Yes.
    August 8, 2011 | Andy Hoar

    Although currently used by only 5% of US online adults who own cell phones, services that allow consumers to "check in" on their mobile phones at retail locations are used by 11% of US online...

  • Report Mobile And Social Technologies Come Late To Wealth Management

    Younger Generations Are Just The First Wave Of Mobile and Social Adopters
    June 8, 2011 | Bill Doyle

    To date, traditional investment and life insurance firms have been insulated from the disruptive forces of mobile and social technologies because their best clients are older. In countries around...

  • Report How eBusiness Professionals Can Use The Convenience Quotient To Prioritize Mobile Services

    The Convenience Quotient Of Mobile Services: A Facebook Case Study
    May 27, 2011 | Julie Ask

    Although a majority of consumers still prefer the traditional PC to a mobile phone when performing any task related to eBusiness, our research shows that mobile penetration continues to rise....

  • Report Technographics® Survey Highlights: Financial Services And Social Media

    May 20, 2011 | Nick Squires

    This survey highlight looks at consumer preferences for interacting with financial services via social networking sites.

  • Report Will Facebook Ever Drive eCommerce?

    Demystifying The Hype For Retail eBusiness Executives
    April 7, 2011 | Sucharita Kodali

    In spite of the fact that hundreds of millions of people around the world have Facebook accounts, the ability of the social network to drive revenue for eCommerce businesses continues to remain...

  • Report Ten North American Retail Banking eBusiness And Channel Strategy Trends To Watch In 2011

    Ten Areas Of Focus For The Next 12 Months
    March 17, 2011 | Brad Strothkamp

    Expect 2011 to be an exciting year in financial services, driven for the most part by the increasingly important role of eBusiness and channel strategy professionals. The rise of smartphones, the...

  • Report Next-Generation Digital Financial Services

    Make It Simple, Ubiquitous, Personal, Empowering, And Reassuring
    March 11, 2011 | Alexander Hesse

    Rising customer expectations and an increasingly dynamic retail financial services market are making many financial firms' websites seem increasingly outdated. While most eBusiness executives want...

  • Report Case Study: American Express OPEN Capitalizes On Small Businesses' Craving For Community

    OPEN Forum, A Branded Website, Grew Out Of Offline Networking Events
    March 11, 2011 | Brad Strothkamp, Peter Wannemacher

    Small business owners are hungry to talk to their peers about shared needs, topics, and solutions. American Express OPEN — the small-business arm of American Express — recognized this demand and...

  • Report How eBusiness Executives At Financial Services Firms Are Successfully Using Twitter

    Forrester Identifies Five Attributes Of Valuable Client Interactions Via Twitter
    January 27, 2011 | Brad Strothkamp, Peter Wannemacher

    Forrester measured the Twitter activity of 30 North American financial services firms. We found that successful financial services brands on Twitter are proactive, multichannel, conversational,...

  • Report Essentials To Planning A Successful Support Community

    December 17, 2010 | Diane Clarkson

    eBusiness professionals who are preparing to launch a support community frequently come to a stark realization: A support community is a complex undertaking. Forrester has spoken with B2B and B2C...

  • Report Online Customer Service Review: Wireless Communication Service Providers

    An Empowered Report: A Look At The Best And Worst Of Online Customer Service
    December 6, 2010 | Diane Clarkson

    Forrester evaluated the online customer service offerings of the four largest US wireless communication service providers — AT&T, Sprint, T-Mobile, and Verizon Wireless. Our analysis uncovered...

  • Report How US Financial Firms Should Approach Interacting With Consumers On Social Web Sites

    October 7, 2010 | Brad Strothkamp

    Social strategy is all the rage today in financial services, but do customers actually want to engage with financial service firms via social Web sites like Facebook, MySpace, and Twitter?...

  • Report The Building Blocks For Social Success In eBusiness

    September 23, 2010 | Elizabeth Davis, Carrie Johnson

    As consumers become more comfortable integrating social tools into their everyday lives, eBusiness leaders seek the right social strategy to achieve their goals. While the benefits of social media...

  • Report eBusiness Professionals In Financial Services: Social Media Is About More Than Just Marketing

    eBusiness Has A Key Role In The Understanding And Usage Of Social Media
    September 15, 2010 | Brad Strothkamp

    Forrester recently published an analysis of the social habits of financial service customers along with a scan of current regulations and existing social marketing efforts. Overall, social media...

  • Report How Travel eBusiness Can Win Friends And Influence Travelers

    An In-Depth Look At Travel Social Fans, The Travelers Who Friend, Follow, Or Fan Travel Companies And Destinations On Social Media Sites
    September 3, 2010 | Henry H. Harteveldt, Elizabeth Stark

    Travelers view social media as more than a way to stay in touch with people they know. Forrester data reveals that two in five US online leisure travelers have friended, followed, or become a fan...

  • Report How Travel eBusiness Can Engage Conversationalists, The New Social Media Group

    July 28, 2010 | Henry H. Harteveldt

    From 2008 to 2010, 26.3 million more US online leisure travelers began using social media. Members of the group that travel eBusiness professionals need to pay attention to for their social...

  • Report Banking On Social Sites Is A Work In Progress

    Privacy And Security Concerns Must Be Satisfied To Tap Emerging Demand
    May 19, 2010 | Emmett Higdon

    More than 250 financial institutions from 40 different countries have joined Facebook, looking for friends and future customers while testing the social networking waters. While many of these banks...

  • Report How To Create A Social Customer Service Strategy

    Applying The POST Methodology To Online Customer Service
    May 10, 2010 | Diane Clarkson

    Social customer service can provide support to customers before, during, or after their purchases. While customer adoption of social customer service is nascent, satisfaction levels are high....

  • Report Data Essentials: US Retail

    A Technographics® Dashboard
    March 17, 2010 | Reineke Reitsma

    This Data Essentials summarizes some key data points for the US from Forrester's North American Technographics retail surveys; it also includes data from the Forrester Research Online Retail...

  • Report Case Study: USAA Uses Social Media To Drive Sales, Product, And Service Strategies

    Capturing Ratings And Reviews Fits Well With USAA's Overall Strategy
    March 12, 2010 | Brad Strothkamp

    Financial services firm USAA created its first formal social media strategy in October 2008. In 2009, it further refined and represented the strategy as four pillars of focus: listening, engaging,...

  • Report Trends 2010: North American Insurance eBusiness And Channel Strategy

    March 10, 2010 | Chad Mitchell

    It's still too early to crank up Lionel Richie and party all night long, but 2010 is looking much better for North American insurance eBusiness and channel strategy leaders. Financial markets have...

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