For Consumer Product Strategy Professionals

US Tablet Buyers Are Multi-PC Consumers

Product Strategists Must Position PCs And Peripherals Within A Multidevice Lifestyle

by Sarah Rotman Epps, August 19, 2010

The success of the Apple iPad has created a halo around tablets in general: Consumers are interested in these devices, even if they're confused about what they actually are. US online consumers who own or intend to buy iPads and other tablets fit a typical . . .

For Consumer Product Strategy Professionals

How eReaders Will Fare In A Tablet PC World

US eReader Forecast, 2010 To 2015

by James L. McQuivey, Ph.D., July 21, 2010

eReaders face a formidable challenge from the rise of tablet PCs. The iPad is already desired by more people than any single eReader, something we expect to only increase with time. However, with just 3.7 million eReaders in the US market at the end of . . .

For Consumer Product Strategy Professionals

FaceTime Is The Second Coming Of Video Telephony — Again

Skype And Others Will Benefit From Apple's New iPhone 4 Hardware

by Ian Fogg, July 21, 2010

Creating a successful strategy for consumer video telephony has eluded everyone bar Skype. Even the telecommunications industry itself has failed with this particular communications product: Consumers have largely ignored the video telephony abilities . . .

For Customer Experience Professionals

How Satisfied Are Consumers With Phone Experiences In 2010?

Consumers Rate Their Satisfaction With Phone Experiences Across 13 Industries

by Megan Burns, July 12, 2010

For many companies, the phone is a major channel through which they interact with customers. Forrester surveyed 4,653 consumers to find out how satisfied they were with the phone interactions they had with companies across 13 different industries. Marriott . . .

For Consumer Product Strategy Professionals

Which Device Offers The Best Music Experience?

by Sonal Gandhi, Mark Mulligan, July 12, 2010

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 and sharing capabilities. But adoption is lackluster. . . .

For Consumer Product Strategy Professionals

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

by Mark Mulligan, July 9, 2010

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 cloud functionality to bridge many of these divides, joining . . .

For Consumer Product Strategy Professionals

Consumers Need Cloud-Based Products Now

Successful Multidevice Strategies Will Use The Cloud, Sync, And Apps In Europe

by Ian Fogg, July 7, 2010

Consumers no longer use one digital device. The era of one PC per household is giving way to a world of several smart mobile devices per person. For content, services, and software to run across these devices and screens, product strategies must embrace . . .

For Market Research Professionals

Technographics® Survey Highlights: PC Adoption Among US Hispanics

by Joost van Kruijsdijk, July 6, 2010

This highlight deck provides an overview of PC adoption among US Hispanic consumers from Forrester's Hispanic Technographics Consumer Technology Phone Survey, Q4 2009 (US).

For Customer Experience Professionals

How Satisfied Are Consumers With Web Site Experiences In 2010?

Consumers Rate Their Satisfaction With 87 Web Sites Across 13 Industries

by Megan Burns, June 14, 2010

Forrester recently asked US online consumers to rate their satisfaction with Web site experiences at companies they've done business with across multiple industries. When the results were tallied, retail and financial services dominated the top 10 rankings. . . .

For Consumer Product Strategy Professionals

Why Google TV Is Bigger Than You Think

How TV Will Finally Become Interactive, At Scale

by James L. McQuivey, Ph.D., June 7, 2010

Google made significant noise when it recently announced Google TV, the search giant's most recent attempt to influence the future of the TV experience. The news itself was overly complex, and Google failed to reduce it to its most powerful properties. . . .

For Consumer Product Strategy Professionals

Apple's iPad Is A New Kind Of PC

Apple's Product Strategy Challenge Lies In Reshaping Consumer Habits

by Sarah Rotman Epps, May 14, 2010

The iPad is a new kind of PC. It ushers in a new era of Curated Computing — a mode of computing in which choice is constrained to deliver more relevant, less complex experiences. Curated Computing is necessary to empower alternative form factors, such . . .

For Market Research Professionals

Technographics® Survey Highlights: Home Networks And Digital Homes In Europe

by Olesia Klevchuk, May 12, 2010

This highlight deck summarizes the key findings related to home networks and the digital home from Forrester's European Technographics Consumer Technology Online Survey, Q4 2009.

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 Consumer Product Strategy Professionals

The European Three-Screen Audience Is Growing, But TV Still Reigns

A Reality Check On European Video Consumption

by Nick Thomas, April 22, 2010

While the PC has now emerged as a popular platform for video consumption among European Internet users, the TV is still the primary platform. And with mobile video still nascent, a substantial three-screen audience does not yet exist. But emerging viewing . . .

For Market Research Professionals

Technographics® Survey Highlights: US Past And Future PC Purchases

North American Technographics PC and Gaming Online Survey, Q4 2009 (US)

by Nick Squires, February 26, 2010

This highlight deck summarizes the key findings related to PC purchases from Forrester's North American Technographics PC and Gaming Online Survey, Q4 2009 (US). This is the second survey highlight in a series from the North American Technographics PC . . .

For Customer Experience Professionals

Customer Experience Index 2010: PC Manufacturers

Apple Once Again Tops The List Of PC Manufacturers, But Declines From 2008

by Bruce D. Temkin, February 17, 2010

Forrester asked more than 4,600 US consumers about their interactions with a variety of companies, scoring those experiences in three areas: meets needs, easy to work with, and enjoyability. Based on these consumer responses, we calculated Forrester's . . .

For Business Process Professionals

Adding Social Media To Customer Service Initiatives Can Break Down Barriers To Change

by Natalie L. Petouhoff, Ph.D., February 11, 2010

According to Forrester data, 91% of executives say that customer experiences are critical or very important to their businesses, nearly 5,000 consumers prefer better customer experiences over lower prices, and better customer experiences drive higher . . .

For Customer Experience Professionals

Experiences Across The Customer Life Cycle

Satisfaction With Researching, Buying, Product Usage, And Customer Service

by Bruce D. Temkin, February 11, 2010

Forrester asked more than 4,600 US consumers about their experiences in researching, buying, and using products or services as well as with customer service interactions across 14 industries. In 12 of the industries, customer service had the lowest satisfaction . . .

For Customer Experience Professionals

Consumers' Likelihood To Recommend 133 Firms

How Likely Are US Consumers To Recommend Firms Across 14 Industries?

by Bruce D. Temkin, February 2, 2010

Forrester asked more than 4,600 US consumers about their likelihood to recommend 133 companies across 14 different industries. As an industry, retailers were the most recommended, while utility providers, health insurance plans, and TV service providers . . .

For Customer Experience Professionals

Rating Customer Service Experiences, 2010

Consumers Evaluate Customer Service At 92 Companies

by Bruce D. Temkin, January 28, 2010

Forrester asked more than 4,600 US consumers about their customer service experiences with companies across 14 industries. Barnes & Noble and Kohl's received the highest rating, while Charter Communications fell to the bottom. Kaiser, on the other . . .

For Customer Experience Professionals

The Customer Experience Index, 2010

Consumers Rate The Customer Experience Across 133 Large US Firms

by Bruce D. Temkin, January 11, 2010

Forrester asked more than 4,600 US consumers about their interactions with a variety of companies, gauging the usefulness, ease of use, and enjoyability of those experiences. Based on these consumer responses, we calculated the Customer Experience Index . . .

For Market Research Professionals

Technographics® Survey Highlights: PC Landscape In Latin America

Latin American Technographics® Benchmark Survey, Q3 2009 (Mexico, Brazil)

by Roxana Strohmenger, December 30, 2009

This highlight deck summarizes the key findings related to PC adoption and usage from Forrester's Latin American Technographics Benchmark Survey, Q3 2009. This is the first survey highlight in a series from the Latin American Technographics Benchmark . . .

For Market Research Professionals

The State Of Consumers And Technology: Benchmark 2009, Canada

A Life Stage Analysis Of The Canadian Benchmark Survey

by Charles S. Golvin, Jacqueline Anderson, December 23, 2009

This is a graphical analysis of the Canadian consumer market based on Forrester’s North American Technographics® Benchmark Survey, 2009 (US, Canada). It describes the current state of device and service adoption, and it provides an overview of Canadian . . .

For Consumer Product Strategy Professionals

The Battle For The eBook Consumer

As Barnes & Noble Enters The Fray, eBook Sales Are Still Anybody's Game

by Sarah Rotman Epps, December 3, 2009

When Barnes & Noble (B&N) launched its nook eReader at the aggressive price of $259 &mdash a full $140 cheaper than other eReaders on the market with similar features &mdash it drew attention to its long-term strategy: to profit on a lifetime . . .

For Customer Experience Professionals

Consumers Expect Poor Service Experiences

Customer Service Expectations Across 10 Industries And Five Generations

by Bruce D. Temkin, December 2, 2009

Most customers say they prioritize service over price when choosing to do business with a company. But consumers expect a poor experience when trying to resolve a customer service issue. Expectations are not the same across industries. Consumers expect . . .