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  • 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 Which Device Offers The Best Music Experience?

    July 12, 2010 | Sonal Gandhi, Mark Mulligan

    From set-top boxes to cell phones, device makers are falling over themselves to offer music functionality. Digital music services have also evolved to "anytime, anywhere" access with rich discovery...

  • Report 360-Degree Music Experiences: Use The Cloud To Target Device-Use Orbits

    July 9, 2010 | Mark Mulligan

    Business models and rights issues have both distorted and fragmented the consumer digital music experience and products. A new generation of 360-degree music services is emerging that leverages...

  • Report A Market Researcher's Introduction To The Future Of Online Customer Experience

    June 30, 2010 | Reineke Reitsma

    The types of devices people use to connect to the Web are proliferating. Portable devices are rapidly getting more powerful, and as a result, the tradeoff between mobility and capability is...

  • Report The Alternative Payment Methods Landscape For Travel eBusiness

    The Payment Methods That Appeal Most And Least To Leisure Travel Bookers
    June 22, 2010 | Henry H. Harteveldt, Elizabeth Stark

    Since 2007, US travelers' usage and interest in alternative payment methods (APMs) for online travel purchases has been slowly, but steadily, increasing. Fifteen percent of US online leisure travel...

  • Report Making Proactive Chat Work

    Maximizing Sales And Service Requires Ongoing Refinement
    June 4, 2010 | Diane Clarkson

    Many online consumers want help from a live person while they are shopping online; in fact, 44% of online consumers say that having questions answered by a live person while in the middle of an...

  • 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 Satisfied Are US Consumers With Store-To-Web Shopping?

    May 17, 2010 | Adele Sage

    Only half of consumers are satisfied with their experiences when researching apparel/footwear/accessories, consumer electronics, and wireless products and services in a store and then purchasing on...

  • Report Which Gamer Is Right For Your Product?

    May 10, 2010 | Sonal Gandhi

    Two-thirds of online adults play digital games. Dollars and time spent on gaming varies a great deal across the gaming population. Most gamers only play casually, while others play a lot but don't...

  • Report Full-Service Wealth Management Firms Neglect The Net At Their Peril

    April 21, 2010 | Bill Doyle

    Affluent US investors are managing their money online — but usually not at their full-service firms' sites. Why? Every direct brokerage's Web site is stronger than every full-service firm's site....

  • Report What Consumers Do When They Can't Complete A Goal In Their Channel Of Choice

    April 9, 2010 | Adele Sage

    Forrester asked US consumers what they did after their first channel of choice — either Web or phone — failed to provide the information they needed. Our data shows that among those who stayed with...

  • 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...

  • Report US Online Retail Forecast, 2009 To 2014

    Online Retail Hangs Tough For 11% Growth In A Challenging Economy
    March 5, 2010 | Sucharita Kodali, Peter Hult

    Amid a global financial crisis, US online retail (excluding auto, travel, and prescription drugs) managed to grow 11% in 2009 to reach $155.2 billion. With a 10% compound annual growth rate (CAGR),...

  • Report How Travel eBusiness Can Persuade More Travelers To Share Valuable Personal Information

    Travelers' Faltering Sense Of Security Inhibits Online Sales Success
    March 3, 2010 | Henry H. Harteveldt, Elizabeth Stark

    Its 2010, the Web should be safe and secure for personal information, right? Wrong. Online privacy is constantly threatened with phishing and malware attacks, and US online leisure travelers are...

  • Report The Rising Potential Of Social Network Sites

    February 25, 2010 | Emily Riley, Josh Bernoff

    Half of US online adults are Joiners, people who interact with social networks at least once a month. Very few are decreasing the amount of time they spend on these networks. More than...

  • Report US Cross-Border Online Shoppers

    Tapping Into US Demand For International Products
    February 23, 2010 | Zia Daniell Wigder

    While the overwhelming majority of online shoppers in the US purchase only from domestic Web sites, more than one-quarter have bought items from online retailers based outside of the US. Among...

  • Report How Canadians Rate Their Investment And Insurance Firms On Retirement Planning

    Top Firms Include Investors Group And RBC Wealth Management
    February 16, 2010 | Bill Doyle, Peter Wannemacher

    With nearly 5 million Canadians headed into retirement in the next 10 years — and younger Canadians beginning to plan for their own retirements — eBusiness and channel strategy professionals need...

  • Report Who Buys Groceries Online And Why

    February 12, 2010 | Sucharita Kodali

    Web grocery continues to be a low-penetration retail category online. Less than 10% of US online adults have purchased groceries online, but those who are doing so are valuable consumers: US online...

  • Report Developing An Online Customer Service Strategy

    February 12, 2010 | Diane Clarkson

    Developing cohesive online customer service has never been more important. Expanding the role of online customer service can achieve multiple objectives including lifting brand favorability,...

  • Report 2010: A "Less Bad" Year For US Travel eBusiness

    Travel eBusiness Will Have To Work Hard To Engage Tentative Travel Spenders
    February 10, 2010 | Henry H. Harteveldt

    2010 will not be an easy year for travel sellers. Total US leisure and unmanaged travel sales in 2010 will be $2.3 billion below 2009 levels, although online travel sales are expected to increase...

  • Report Which Travelers Are Most And Least Optimistic About Their 2010 Financial Outlook?

    How Understanding These Travelers Spells Big Bucks For eBusiness
    February 10, 2010 | Henry H. Harteveldt, Elizabeth Stark

    The travel industry is coming out of 2009 like a war-battled soldier — exhausted and aching, but ready to take on another challenge. The good news is that 2010 looks to be a "less bad" year for...

  • Report Technographics® Insight: Hispanic Youth Are Active Online Shoppers

    Hispanic Technographics® Youth Online Survey, Q2 2009 (US)
    February 3, 2010 | Tamara Barber, Reineke Reitsma

    This highlight deck summarizes the key findings related to shopping and spending from Forrester's Hispanic Technographics Youth Online Survey, Q2 2009.

  • Report Understanding First-Time Financial Product Online Applicants

    Most First-Timers Will Apply Online Again For Their Next Financial Product
    February 3, 2010 | Brad Strothkamp

    Forty percent of online US adults who applied online for a financial product in the past 12 months did so for the first time. These first-timers decided to take the plunge, driven mainly by the...

  • Report Online African Americans: A Demographic Profile

    February 1, 2010 | Ina Mitskaviets

    Online African Americans are the second largest minority group in the US; however, they are relatively less well off compared with other American ethnicities. African Americans are quite active...

  • Report Technographics® Survey Highlights: US Travel Social And Mobile Adoption

    North American Technographics Travel and Automotive Online Survey, Q4 2009 (US)
    January 28, 2010 | Ina Mitskaviets

    This highlight deck summarizes the key findings on travel-related social and mobile adoption from Forrester's North American Technographics Travel And Automotive Online Survey, Q4 2009 (US).