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The Retail eCommerce Playbook For 2020

The Art And Science Of Retail eCommerce

Retail eCommerce sales continue to climb, and digital business executives must check all the boxes to ensure that they are not missing either opportunities for direct online sales or ways that this...

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  • Report The Consumer Tech Stack

    Our 2018 US Benchmark Data Overview Reveals The Four Forces Of Adoption
    April 5, 2018 | James L. McQuivey, Gina Fleming

    Humans were born to embrace the technologies we track. Coming into 2018, Forrester surveyed 110,460 online adults in 20 countries to see how much people of every type embrace technology, why they...

  • Report The Canada Customer Experience Index, 2016

    Canadian Company Scores Reveal A Year Of Stagnation
    September 29, 2016 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? In this report, we reveal the top performers in Canada and the specific brands that you must beat to...

  • Report The State Of Consumers And Technology: Benchmark 2014, US

    North American Consumer Technographics®
    January 16, 2015 | Gina Fleming

    This report is our annual overview of US consumers' behaviors and technology attitudes by generation, based on Forrester's North American Technographics surveys and our ForecastView data. Our data...

  • Report The State Of Consumers And Technology: Benchmark 2013, US

    North American Consumer Technographics®
    January 29, 2014 | Gina Fleming

    This report is our annual overview of US consumers' behaviors and technology attitudes by generation, based on Forrester's North American Technographics surveys and our ForecastView data. Our...

  • Report Customer Life-Cycle Industry Overview: Consumer Electronics

    A Consumer Technographics® Report
    November 21, 2013 | Reineke Reitsma

    A range of different motivations may inspire a consumer's decision to purchase a consumer electronics device: While some technology mavens know of the latest product through community interest...

  • Report The State Of Consumers And Technology: Benchmark 2012, US

    North American Consumer Technographics®
    December 19, 2012 | Gina Fleming

    This report is a graphical analysis of Forrester's North American Technographics® Online Benchmark Survey (Part 1), Q2 2012 (US, Canada). It provides a generational overview of US consumers'...

  • Report US Young Professionals: A Demographic Overview

    North American Technographics®
    November 26, 2012 | Reineke Reitsma

    In this demographic overview, we take a look at US young professionals — an ambitious group that seems to embody the "work hard, play hard" lifestyle. Forrester defines young professionals as...

  • Report Segmenting Buyers: Introducing Super Buyers, Connected Traditionalists, And Traditionalists

    A Technographics® Data Essentials Report
    August 2, 2012 | Gina Fleming

    For US consumers, the shopping experience has moved beyond the in-store experience and involves multiple other channels. Online shopping now accounts for a significant part of consumers' wallet...

  • Report The Splinternet Engagement Index

    Analyzing Your Customers' Engagement Across Touchpoints
    February 6, 2012 | Josh Bernoff

    The splinternet — the fragmented world of incompatible web, social, video, and mobile touchpoints — is where your customers live now. They want to reach you in more touchpoints, but you can't...

  • Report Consumers Share Changes In Shopping Habits As A Result Of The Economic Downturn

    Forrester Technographics Digital Consumer Community Report, February 2012
    February 1, 2012 | Lindsey Colella

    The economic recession has turned consumers into savvy bargain hunters. Now more than ever, they are on the lookout for the best deals and lowest prices they can find. Forrester conducted...

  • Report Digital Natives: A Demographic Overview

    North American Technographics®
    January 11, 2012 | Reineke Reitsma

    Digital natives have grown up in the age of technology and cannot imagine a life without computers, cell phones, and social networking. Although digital natives may not have large amounts of...

  • Report The State Of Consumers And Technology: Benchmark 2011, US

    North American Consumer Technographics®
    November 2, 2011 | Gina Fleming

    This report is a graphical analysis of Forrester's North American Technographics® Online Benchmark Survey, Q3 2011 (US, Canada). It provides a generational overview of US consumers' demographics,...

  • Report Understanding Online Shopper Behaviors, US 2011

    A Technographics® Data Essentials Document
    May 17, 2011 | Jacqueline Anderson

    Sales through online retail channels continue to grow, up almost $21 billion from last year alone. In order to fuel this projected growth, it is important to recognize where these growth...

  • Report Global Consumers' Online Shopping Behaviors

    A Technographics® Global Snapshot Document
    January 4, 2011 | Tamara Barber

    Across the globe, online shopping behaviors vary both by country and by the product category the consumer is looking to purchase. eCommerce channels should account for these two variables in order...

  • Report Understanding The Changing Needs Of The US Online Consumer, 2010

    An Empowered Report: How Online And Mobile Behaviors Are Changing
    December 13, 2010 | Jacqueline Anderson

    For the first time ever, the average US online consumer reports spending as much time online as he or she does watching TV offline. Trending data from 2007 shows that while consumers are continuing...

  • Report Understanding The Barriers To Technology Adoption Among Spanish-Dominant US Hispanic Consumers

    A Technographics® Data Essentials Document
    November 19, 2010 | Roxana Strohmenger

    With an estimated 49 million Hispanics living in the US and a projected buying power of 1.4 trillion by 2013, it is clear that market research professionals need to pay special attention to the...

  • Report What You Need To Know About Third-Party Recommendation Engines

    November 18, 2010 | Sucharita Kodali

    eBusiness executives continue to look for new ways to increase their conversion rates and customer retention. In recent years, third-party recommendation engines, which have earned a reputation for...

  • Report Health Plan Customer Experience Professionals' Introduction To Making Proactive Chat Work

    November 10, 2010 | Elizabeth Boehm

    Health plan customer experience professionals are tasked with reducing administrative costs (principally by diverting calls from the call center), while driving customer satisfaction scores up....

  • Report How Consumers Around The World Use The Internet To Buy Products

    A Technographics® Global Overview: Online Retail 2009
    August 13, 2010 | Olesia Klevchuk

    The Internet has evolved into an important retail channel, with millions of online consumers across the globe turning to it to make their purchases. As with many other online activities, Asian...

  • 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 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 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 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 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 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.

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