For eBusiness & Channel Strategy Professionals

How Dutch Consumers Use The Net To Research And Buy Financial Products

The Web's Role As A Sales Channel Is Growing Fast In The Netherlands

by Alexander Hesse, November 20, 2009

The Internet's role as a distribution channel for financial products is growing fast in the Netherlands. Nearly half of Dutch Net users researched at least one financial product online in the past year, compared with 40% in 2007, and one in five bought . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: US Mobile Investing  (663 KB PPT)

by Jacqueline Anderson, November 5, 2009

This highlight deck summarizes the key findings related to incidence, interest and barriers to mobile investing. This is the first survey highlight in a series from the North American Technographics Investments And Insurance Online Survey, Q3 2009 (US).

For Consumer Market Research Professionals

Technographics® Survey Highlights: US Online Consumers' Investment Behaviors  (549 KB PPT)

by Jacqueline Anderson, October 28, 2009

This highlight deck summarizes the key findings related to consumers' investment behaviors. This is the third survey highlight in a series from the North American Technographics Investments And Insurance Online Survey, Q3 2009 (US).

For B2B Market Research Professionals

Do B2B Customer Satisfaction Right In Tech

Implementing Four Key Disciplines Will Save You Time And Money

by Brad Bortner, October 27, 2009

Business-to-business (B2B) customer satisfaction research is not some sort of rare, exotic research. The same benefits of highly satisfied consumer customers will come to those who execute on actionable B2B customer satisfaction research, including enhanced . . .

For Customer Experience Professionals

The Customer Experience Generation Gap

Customer Experience Index Scores Across Five Generations And 12 Industries

by Bruce D. Temkin, September 30, 2009

Across most industries, Seniors give firms the highest marks for customer experience, and Gen Yers give them the lowest. The most significant exception is that Older Boomers give PC manufacturers the lowest scores. The difference across generations is . . .

For Enterprise Architecture Professionals

Global EA Drives Global IT: Case Studies

by Jost Hoppermann, September 24, 2009

More and more, large global enterprises are going for global modes of operation, including global IT and, in particular, globally used applications. Enterprise architecture (EA) is one of the crucial tools organizations should use to establish global . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: Online Banking Usage And Customer Journey For Financial Products  (439 KB PPT)

by Olesia Klevchuk, September 15, 2009

This highlight deck summarizes the key findings related to financial services from Forrester's European Technographics Benchmark Survey, Q2 2009. This is the third survey highlight in a series from the European Technographics Benchmark Survey, Q2 2009.

For Customer Experience Professionals

Service Seekers Are More Loyal Than Price Seekers

Examining Four Segments Of Consumers Across 12 Industries

by Bruce D. Temkin, August 31, 2009

In previous research, Forrester created four segments of consumers based on their interest in low prices and good customer service: Service Seekers, Price Seekers, Price & Service Seekers, and Others. We examined the loyalty of these segments across . . .

For eBusiness & Channel Strategy Professionals

US Investors Continue To Adopt eStatements

by Bill Doyle, August 21, 2009

Investor adoption of eStatements continues to inch forward. What's holding back wider adoption of eStatements? Most brokerage clients say that they need a paper statement for their records.

For Customer Experience Professionals

Best And Worst Of Financial Services Brand Building Web Sites, 2009: Investment Firms

by Ron Rogowski, August 7, 2009

How good is the brand experience offered by major investment Web sites? To find out, we graded the sites of four top brands — Charles Schwab, Edward Jones, Fidelity Investments, and Vanguard — on how well they communicate their Brand Image and deliver . . .

For eBusiness & Channel Strategy Professionals

Financial Web Sites Need Customer Service Help

Financial Services eBusiness Customer Service And Support Benchmark, 2009

by Diane Clarkson, Elizabeth Stark, July 31, 2009

As part of a larger analysis of 90 Web sites, Forrester evaluated the availability of online customer service and support among 30 leading financial services Web sites. Forrester found that most sites delivered inconsistent customer service availability, . . .

For Consumer Product Strategy Professionals

The Best Practices In Online Video Across Industries

by Bobby Tulsiani, July 24, 2009

Today, 71% of the US online audience watches video on the Internet, and the number of streams consumed should more than double by 2013. An explosion of video content from users, professional studios, and marketers is driving this growth. In this second . . .

For Customer Experience Professionals

Who Wants Low Prices Or Good Customer Service?

Examining Four Segments Of Consumers Across 12 Industries

by Bruce D. Temkin, July 23, 2009

In previous research, Forrester found that US consumers looked for good customer service more often than lower prices. To understand this dynamic in more detail, we created four segments of consumers: Service Seekers, Price Seekers, Price & Service . . .

For Consumer Market Research Professionals

Technographics® Insight: A Trended Look At Consumer Reactions To The Economy  (508 KB PPT)

by Jacqueline Anderson, July 13, 2009

This Technographics Insight is a trended look at consumers’ feelings about the economy and the actions they are taking to conserve, as well as an updated profile of conservers and non-conservers.

For Customer Experience Professionals

Best And Worst Of Financial Services Brand Building Web Sites, 2009

Forrester Applies Its Web Site Brand Review Methodology To The Sites Of 16 Top Financial Services Brands

by Ron Rogowski, July 10, 2009

How good is the overall experience offered by leading financial services brands' Web sites in 2009? To find out, Forrester graded the sites of 16 top financial services brands using Forrester's Web Site Brand Review methodology. Our tests measure how . . .

For Consumer Market Research Professionals

Technographics® Survey Highlights: North American Technographics Affluent Online Survey, Q2 2009 (US)  (588 KB PPT)

by Corina Matiesanu, July 10, 2009

This highlight deck summarizes the key findings from Forrester’s North American Technographics Affluent Online Survey, Q2 2009 (US). This survey covered questions given to US adults with investable assets of $1 million or greater.

For Customer Experience Professionals

Customer Experience Boosts Revenue

Modest Improvements Can Bring In $177 Million To $311 Million Per Year

by Bruce D. Temkin, June 22, 2009

Forrester's previous research has shown a high correlation between customer experience and three key elements of loyal behavior: willingness to buy more, reluctance to switch, and likelihood to recommend. But how does that affect a company's bottom line? . . .

For Technology Sales Enablement Professionals

Hot Banking Tech Companies To Watch In 2009: Q2 Update

by Ellen Carney, June 17, 2009

The banking industry continues to suffer from the global recession and backlash from last fall's financial crisis. While it's tempting to believe that bank-related technology investment is dead, financial services firms are actively looking for specialized . . .

For Consumer Market Research Professionals

Technographics® Insight: How Do US Consumers View The Role Of Government Regulation With Their Investment Firm?  (582 KB PPT)

by Gina Zavradinos, Andrew Peach, June 15, 2009

This Technographics Insight takes a look at how US online consumers view the role of government regulation in the relationship with their investment firm.

For eBusiness & Channel Strategy Professionals

US Millionaires Use Multiple Channels To Interact With Their Financial Advisors

Satisfaction Rises With Range Of Channels Used — Not Just Contact Frequency

by Bill Doyle, Peter Wannemacher, June 12, 2009

Four in five US millionaires have financial advisors, and they use a variety of channels to communicate with them: three or more, on average, in the past year. Phone and in-person are the most widely used channels. But more than half of all advised affluent . . .

For eBusiness & Channel Strategy Professionals

What Consumers Want When Enrolling In 401(k)s

Recent Applicants Favor Online Research Tools And Automatic Enrollment

by Edward Kountz, Peter Wannemacher, June 9, 2009

More than 70 million US adults — around one-third of the adult population — currently have a 401(k) account or workplace retirement savings plan. Although growth in 401(k) ownership has been steady, use of the Web as an enrollment channel remains low. . . .

For Customer Experience Professionals

Customer Experience Index 2008 Snapshot: Investment Firms

Vanguard And Credit Unions Top List, Despite Overall Decline In Industry

by Bruce D. Temkin, June 4, 2009

Forrester asked more than 4,500 consumers about their interactions with a variety of companies, gauging the usefulness, usability, and enjoyability of those experiences. Based on these consumer responses, we calculated the Customer Experience Index (CxPi) . . .

For Customer Experience Professionals

How Customer Experience Drives Word Of Mouth

Consumers Talk To More People About Their Bad Experiences

by Bruce D. Temkin, William Chu, May 28, 2009

Forrester asked more than 4,500 consumers how often they talk about experiences with companies in 12 industries. It turns out that more consumers talk about good experiences than bad experiences with eight of the industries. Retailers and banks have the . . .

For Consumer Product Strategy Professionals

Case Study: E*TRADE Leverages Mobile To Offer Customers More Convenient Services

A Mobile POST Case Study

by Julie A. Ask, May 27, 2009

E*TRADE's Mobile Pro application for the BlackBerry is the excellent result of a thoughtful and well-executed mobile strategy. The strong representation of SuperConnecteds and Connectors within the Mobile Technograhics Profile of its customer base opened . . .

For eBusiness & Channel Strategy Professionals

Using Channel Satisfaction Data To Build The Business Case For eBusiness

by Carrie Johnson, Elizabeth Davis, May 26, 2009

Forrester recently released a report showing the results of a survey of more than 4,500 US consumers and their level of satisfaction with Web, phone, and in-person interactions across 12 different industries. The report allows eBusiness and channel strategy . . .