For eBusiness & Channel Strategy Professionals

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

by Henry H. Harteveldt, Elizabeth Stark, September 3, 2010

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 of a travel company or destination on a social networking . . .

For Consumer Product Strategy Professionals

Western European Mobile Games Forecast, 2010 To 2015

The Lessons To Learn From Gaming, Mobile's Most Advanced Content Market

by Thomas Husson, August 27, 2010

The Western European mobile gaming market is set to grow from €764 million at the end of 2010 to €1.46 billion by the end of 2015. Growth will come from a combination of a rise in the number of paying mobile gamers — from 31 million to 45 million between . . .

For eBusiness & Channel Strategy Professionals

US Consumers Continue To Show Limited Interest In Mobile Payments

Consumer Interest Is Rising Slightly, But Mainstream Adoption Is Still Far Off

by Emmett Higdon, Peter Wannemacher, August 27, 2010

In the US, adoption of mobile payments has been virtually nonexistent, although interest is starting to notch upward. Today, 18% of US online adults express interest in mobile payments, and yet less than 6% have ever used any type of mobile payment. Those . . .

For eBusiness & Channel Strategy Professionals

How Canadian Insurance Customers Use Different Channels

by Ellen Carney, Peter Wannemacher, August 24, 2010

Canadians still use the phone as their primary channel for insurance. In fact, the phone was the only channel used by a majority of online Canadian insurance customers in the past year, while fewer than one in three customers used an insurer's Web site . . .

For Market Research Professionals

Profiling US Online Mobile Consumers

A Technographics® Data Essentials Document

by Jacqueline Anderson, August 12, 2010

Just as US online mobile consumers vary in how they use their mobile devices (from 30% texting on a daily basis to 12% accessing the mobile Internet that frequently), they also vary in their willingness to interact with companies via their mobile devices. . . .

For eBusiness & Channel Strategy Professionals

How Polish Banking Customers Use Different Channels

by Alexander Hesse, August 10, 2010

The Polish retail financial services market is characterized by strong growth and fierce competition among a large number of banks, many of them foreign-owned. With current account ownership growing from 44% to 58% and Internet adoption growing from 39% . . .

For Market Research Professionals

Latin American Social Technographics® Revealed

How Can Companies Leverage Latin Americans' Love of Social Media?

by Roxana Strohmenger, August 9, 2010

Forrester's Social Technographics® profiles reveal that online metropolitan Brazilians and Mexicans are voracious consumers of social media and are the most active across every level of social engagement in all of the markets we survey. Companies trying . . .

For Interactive Marketing Professionals

Location-Based Social Networks: A Hint Of Mobile Engagement Emerges

Marketers Hope For Success In Nascent Market

by Melissa Parrish, July 26, 2010

Location-based social networks (LBSNs), such as foursquare and Brightkite, offer interactive marketers the promise of right-time, right-place marketing by connecting people and nearby points of sale with geotargeted media. The market is quite nascent, . . .

For eBusiness & Channel Strategy Professionals

How US Banking Customers Use Different Channels

by Emmett Higdon, Peter Wannemacher, July 26, 2010

The percentage of US adults who bank online has risen from 51% in 2005 to 59% today. This steady growth has changed the way customers use other channels like branches, automated teller machines (ATMs), and the phone. In addition, multichannel banking . . .

For eBusiness & Channel Strategy Professionals

What Financial Functionality US Consumers Want On Mobile Devices

Nail The Basics To Quickly Expose The Value Of The Channel

by Emmett Higdon, Peter Wannemacher, July 12, 2010

In the US, adoption of mobile financial services is rising: 11% of US online adults are now mobile bankers and 7% of those with investment accounts are mobile investors, although just 3% of online adults have interacted with their insurer via mobile in . . .

For Market Research Professionals

Technographics® Survey Highlights: Online Shopping And Multichannel Shopping Overview

by Ina Mitskaviets, July 6, 2010

This highlight deck outlines online shopping and multichannel shopping in the US from our North American Technographics Retail Online Benchmark Recontact Survey, Q2 2010 (US)

For Consumer Product Strategy Professionals

Profiling Your Best Mobile Customers

A Picture Of European Mobile-Savvy Users

by Thomas Husson, July 6, 2010

iPhone users, despite being the heaviest users of mobile services, are only a subset of your customer base. Forrester's data shows that they represent just 2% of the European mobile population. A much larger near- and medium-term opportunity exists within . . .

For Market Research Professionals

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

by Reineke Reitsma, June 30, 2010

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 shrinking. And as the hardware evolves, the interfaces on the . . .

For eBusiness & Channel Strategy Professionals

eBusiness Leaders: It's Time To Take Financial Service Comparison Web Sites Seriously

Usage Is Rising Driven By First-Time Users And Younger Generations

by Brad Strothkamp, Peter Wannemacher, June 29, 2010

In 2009, 21% of financial product online applicants — more than 50 million Americans — used a third-party online comparison Web site, and 36% of these applicants did so for the first time. We found that 38% of first-time comparison site users say they . . .

For Consumer Product Strategy Professionals

The Convenience Quotient Of Green Commuting

Lessons For Consumer Product Strategy Professionals

by Doug Williams, June 29, 2010

See many hybrid vehicles while driving to work? No? These cars have been sold for more than 10 years, yet adoption is still low. Using our Convenience Quotient methodology, we looked at the concept of "green" commuting and found that the reason more metropolitan . . .

For Market Research Professionals

Data Essentials: A Snapshot Of US Online Consumers

A Technographics® Data Essentials Document

by Jacqueline Anderson, June 28, 2010

This Data Essentials document highlights key data points about US online consumers' adoption of the Internet and its various activities. Drawing from data gathered in our annual benchmark survey, we've created a visual snapshot of how US consumers are . . .

For Market Research Professionals

Understanding Latin American Online Consumers

by Roxana Strohmenger, June 11, 2010

Forrester recently launched its Latin American Technographics® research to help companies understand the emerging offline and online trends of consumers in Brazil and Mexico. This report is dedicated to understanding Latin Americans' online behavior in . . .

For Customer Experience Professionals

Which US Consumers Are Healthcare eVisit Early Adopters?

by Elizabeth Boehm, June 3, 2010

eVisits — interactions between patients and care professionals that occur online — have the potential to simultaneously help control healthcare costs and allow physicians to dispense routine medical advice quickly and conveniently. Despite these appealing . . .

For Customer Experience Professionals

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

by Adele Sage, May 17, 2010

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 the company's Web site. They cite common grievances like . . .

For eBusiness & Channel Strategy Professionals

How To Create A Social Customer Service Strategy

Applying The POST Methodology To Online Customer Service

by Diane Clarkson, May 10, 2010

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. eBusiness professionals are looking to social customer service . . .

For Consumer Product Strategy Professionals

Which Gamer Is Right For Your Product?

by Sonal Gandhi, May 10, 2010

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 spend much money. Among the high spenders, there are those . . .

For Interactive Marketing Professionals

Reaching Your Most Valuable Email Customers

Influencers' Attitudes Toward Email Marketing

by Shar VanBoskirk, May 6, 2010

A core group of consumers who value email and are also go-to's within their communities for product recommendations — a group Forrester calls promotion influencers — are email marketers' most valuable customer segment. Emailers should tap into the viral . . .

For eBusiness & Channel Strategy Professionals

Why Europeans Choose Financial Firms

by Vanessa Niemeyer, Ph.D., May 5, 2010

To create online offers and messages that are appealing to customers and prospects alike, eBusiness managers at financial companies need to understand what actually drives consumers' decisions when choosing a financial provider. What matters to financial . . .

For eBusiness & Channel Strategy Professionals

The Booking-Baffled Traveler

The Problems US Online Leisure Travel Bookers Encounter When Booking Travel Online — And How Travelers Resolve These Booking Snafus

by Henry H. Harteveldt, Elizabeth Stark, April 23, 2010

Stale planning and booking processes make it difficult for a critical mass of travelers to complete the simplest of tasks on travel sites. Nearly one in five US online leisure travel Bookers encounters problems when booking travel online. These people . . .

For eBusiness & Channel Strategy Professionals

The State Of Mobile Banking In Europe: 2010

Mobile Banking's Time Has Finally Come

by Alexander Hesse, April 22, 2010

About one in eight European Net users with a mobile phone use mobile banking today — with SMS account alerts being the most common type. Today's users are early adopters who use mobile banking as a complement to other channels like (PC-based) online banking . . .