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  • Report How Swedish Banking Customers Use Different Channels

    May 27, 2009 | Alexander Hesse

    With only 12% of Swedish banking customers using branches, Sweden has the lowest branch use in Europe. Swedish banks have successfully migrated the majority of their customers to ATMs and online...

  • Report How Spanish Consumers Use Banking Channels

    April 16, 2009 | Alexander Hesse

    Age and Internet access continue to be the strongest predictors of channel choice in Spain. Branches are used by mainstream consumers, whereas online and telephone banking attract a niche of young,...

  • Report How French Banking Customers Use Different Channels

    February 23, 2009 | Vanessa Niemeyer, Ph.D.

    French banking customers remained true to the branch for a long time. In the past three years, however, the growth of online banking in France has finally started to draw customers away from use of...

  • Report How Dutch Banking Customers Use Different Channels

    February 18, 2009 | Alexander Hesse

    The Netherlands is the leader in online banking and ATM use in Europe. A whopping 95% of Dutch consumers use ATMs, and 78% use online banking at least monthly. Although no more than 14% use...

  • Report How German Banking Customers Use Different Channels

    February 13, 2009 | Vanessa Niemeyer, Ph.D.

    German banking customers tend to be adopters of either the Internet or the branch, with only a small group of people frequently using both channels. The migration of consumers from the branches to...

  • Report The Emerging Opportunity In Mobile Commerce

    Explosive iPhone Adoption Resuscitates An Old Idea
    February 12, 2009 | Sucharita Kodali

    The rapid consumer adoption of the iPhone has encouraged retailers to once again consider the mobile-enabled commerce opportunity. Only 14% of US Web buyers who own a mobile device that is capable...

  • Report Multichannel: In-Store Pickup Gains Importance

    Consumers' Expectations Rise, But Retailers Are Slow To Respond
    February 5, 2009 | Brian K. Walker

    Increasingly, customers of multichannel retailers are expecting in-store pickup of online orders. These retailers have an opportunity to drive sales, increase customer satisfaction, and mitigate...

  • Report Cross-Channel Design, One Channel Pair At A Time

    Simplify Your Approach By Focusing On Pairs Of Channels
    January 21, 2009 | Adele Budovsky

    Consumers are moving from channel to channel, but they're not satisfied with the experiences. Since fixing broken cross-channel experiences can be overwhelming, firms should focus on improving...

  • Report eBusiness' Role In Regaining Traveler Loyalty

    December 15, 2008 | Henry H. Harteveldt

    The number of US online leisure travelers has fallen from 31% in 2006 to 25% in 2008. Travel eBusiness contributes to this loss by not making online travelers feel welcome, not letting them control...

  • Report How To Regain Travelers' Loyalty

    December 3, 2008 | Henry H. Harteveldt, Elizabeth Stark

    Forrester data reveals that travel brand loyalty has decreased by 19% since 2006. Leisure travelers in 2008 have every reason to be disloyal. Why? More travel products and options for travelers to...

  • Report How German Savings And Investment Buyers Use Different Channels

    November 18, 2008 | Vanessa Niemeyer, Ph.D.

    The economic climate in Germany has encouraged consumers to save more and shift toward more conservative savings and investment products. Germans show distinct channel behavior when researching and...

  • Report Industry Essential: Global Retail Industry

    eCommerce Revitalization And "Legacy Lifelines" Dominate Retailers' IT Plans Around The Globe
    August 13, 2008 | George Lawrie

    IT spending and interest in new initiatives follows the sun, with optimism waning from Asia Pacific to Europe and then to North America. But retailers across the globe share many priorities —...

  • Report How To Get Customers To Shop Online

    How Consumers Research, Buy, And Get Service
    April 16, 2008 | Carrie Johnson

    Our research still shows that despite the adoption of online transactions, consumers prefer in-store experiences over the Web when it comes to researching, buying, and getting customer service....

  • Report How Consumers Research, Buy, And Get Service

    Preferences For Channels Differ Across Generations
    March 31, 2008 | Bruce D. Temkin

    Forrester asked consumers about the channels they use when researching, buying, and getting customer service. In-person interactions, both phone and store, dominated these activities. But consumers...

  • Report Web-Store Experiences: Electronics Retailers

    Forrester Evaluated Channel Transitions Of Four Electronics Retailers
    February 4, 2008 | Bruce D. Temkin

    Forrester applied its Cross-Channel Review methodology to the experiences at four electronics retailers — Best Buy, Circuit City, RadioShack, and Wal-Mart. While Best Buy received the top overall...

  • Report Fashion And Online Shopping: It's A Match

    Trending US Online Fashion Buyers, 2001 To 2007
    November 15, 2007 | Sucharita Kodali

    In 2006, online apparel sales outpaced computer hardware and software for the first time — evidence of the maturing eCommerce landscape. Who are the online clothing buyers driving this growth, and...

  • Report Forecast Overview For The eBusiness, Channel & Product Management Professional

    September 5, 2007 | Michelle de Lussanet

    This Forecast Overview organizes Forrester's vast body of forecasts relevant to professionals in eBusiness, Channel & Product Management. This document lists all the existing relevant US and...

  • Report European Car Insurance Cross-Channel Experience, 2007

    We Apply Our Cross-Channel Review Methodology To Four Car Insurance Firms
    July 19, 2007 | Craig Menzies

    Forrester reviewed four European car insurance providers — The AA and Direct Line in the UK, AXA in Germany, and Macif in France — using Forrester's Cross-Channel Review methodology. Overall, the...

  • Report Electronics Retailers' Cross-Channel Experience, 2007

    An Industry Look At Forrester's Best And Worst Of Cross-Channel Design
    June 18, 2007 | Bruce D. Temkin

    As part of an analysis of 16 firms, Forrester evaluated the customer experiences delivered by four large consumer electronics retailers — Best Buy, Circuit City, RadioShack, and Wal-Mart. Overall,...