For eBusiness & Channel Strategy Professionals

Web Site Functionality Benchmark 2010: UK Grocers

Top UK Grocers

by Patti Freeman Evans, Lauriane Camus, August 18, 2010

Forrester evaluated the grocery Web sites of the four largest UK grocers — Asda, Sainsbury's, Tesco, and Waitrose — using our Web Site Functionality Benchmark methodology. The results: Sainsbury's led the pack, but the overall functionality experiences . . .

For eBusiness & Channel Strategy Professionals

Online Retailing In Australia 2010: Performance And Channels

by Steven Noble, August 2, 2010

Many of Australia's largest traditional retailers have done little more than experiment with eCommerce. As a result, the industry has grown used to saying that Australia lags other developed nations when it comes to online retail. This is true, but "Online . . .

For eBusiness & Channel Strategy Professionals

Online Retailing In Australia 2010: Marketing, Merchandising, And Customer Service

by Steven Noble, July 6, 2010

In "Online Retailing In Australia 2010," a Forrester study incorporating data collected in partnership with the Online Retailer Expo & Conference 2010, we found that, on the whole, Australian online retailers are focused on the start and the middle . . .

For eBusiness & Channel Strategy Professionals

US Cross-Border Online Shoppers

Tapping Into US Demand For International Products

by Zia Daniell Wigder, February 23, 2010

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 consumers ages 18 to 24, the figure goes up to one-third who . . .

For eBusiness & Channel Strategy Professionals

Case Study: Furniture Brands International Adds B2C To Its B2B Offerings

Initial Lessons Learned As A Large, National B2B Brand Pilots eCommerce

by Elizabeth Davis, Carrie Johnson, February 23, 2010

Furniture Brands International, one of the US's leading designers, manufacturers, and retailers of home furnishings, has marketed through a wide range of retail channels — from mass-merchant stores to single-brand and independent dealers to specialized . . .

For eBusiness & Channel Strategy Professionals

Trends 2010: European Retail eBusiness And Channel Strategy

Online Commerce Will Remain Resilient During The Coming Quarters

by Lauriane Camus, Patti Freeman Evans, February 18, 2010

While the major markets in Western Europe are still emerging from the impact of the financial crisis, the Internet channel continues to gain awareness and traction among consumers. Retail eBusiness and channel strategy executives will focus on retaining . . .

For eBusiness & Channel Strategy Professionals

Online Retailers' Adoption Of Online Video Content Is Ahead Of Consumers' Preferences

by Patti Freeman Evans, November 5, 2009

Sixty-eight percent of the top 50 Internet retailers use video content on their Web sites, compared with 18% in 2008. Online retailers are committed to making product videos central to their merchandising and marketing strategies because of the positive . . .

For eBusiness & Channel Strategy Professionals

US Online Holiday Retail Forecast, 2009

by Sucharita Mulpuru, November 2, 2009

Forrester expects online retail sales to reach $44.7 billion during the months of November and December 2009, an 8% increase over 2008. Despite the lingering effects of the global financial crisis, the online space remains the retail industry's growth . . .

For eBusiness & Channel Strategy Professionals

When eCommerce Executives Should (And Shouldn't) Believe Vendor Case Studies

Decision-Makers Need To Distinguish Between Useful Data And Propaganda

by Sucharita Mulpuru, October 9, 2009

Because of the preponderance of point solutions in the online retail world, eCommerce executives are bombarded with numerous vendor-authored case studies that claim to increase a client company's overall performance. Upon closer inspection, however, vendor-authored . . .

For eBusiness & Channel Strategy Professionals

Case Study: Royal Bank Of Canada Provides A Blueprint For A Next-Generation Sales Site

A Major Web Site Overhaul Drives Sales And Reduces Abandonment

by Brad Strothkamp, September 29, 2009

Royal Bank of Canada (RBC) topped Forrester's Canadian bank public Web site rankings in 2009. Key to RBC's success in this year's ranking was a stronger focus on online sales delivered through a revamped credit card and accounts Web site. The work took . . .

For eBusiness & Channel Strategy Professionals

Tactics To Attract Recession-Weary Online Buyers Around The Globe

by Zia Daniell Wigder, September 4, 2009

Despite early signs of a global recovery, online shoppers in all regions of the world continue to be cautious in making purchase decisions. Consumers today are visiting a variety of sites before making a decision and consulting multiple sources for information. . . .

For eBusiness & Channel Strategy Professionals

The State Of Retailing Online 2009: Merchandising And Web Optimization

by Sucharita Mulpuru, August 14, 2009

The annual fielding of "The State of Retailing Online," a Shop.org study conducted by Forrester Research, asked retailers about their prioritization and success rates regarding more than 50 site merchandising and Web optimization tools. Even though retailers . . .

For Customer Experience Professionals

How Satisfied Are Spanish Consumers With Online Customer Experiences?

by Jonathan Browne, June 18, 2009

We asked more than 1,700 Spanish consumers how satisfied they were with their experiences on top Spanish Web sites. The majority of consumers were satisfied or very satisfied. El Corte Inglés scored highest in consumer satisfaction, while Area PC came . . .

For Customer Experience Professionals

How Satisfied Are Italian Consumers With Online Customer Experiences?

by Jonathan Browne, June 18, 2009

We asked more than 2,000 Italian consumers how satisfied they were when using top Web sites in Italy. Most consumers were satisfied or very satisfied with their experiences. eBay led in satisfaction ratings, while ePRICE came last in our list. The most . . .

For Customer Experience Professionals

How Satisfied Are Dutch Consumers With Online Customer Experiences?

by Jonathan Browne, May 27, 2009

We asked more than 1,000 Dutch consumers about their satisfaction with Dutch Web sites. The majority reported that they were satisfied or very satisfied with their experiences. Bol.com had the highest satisfaction rates, while Bruna came in last. Dutch . . .

For Customer Experience Professionals

How Satisfied Are Swedish Consumers With Online Customer Experiences?

by Jonathan Browne, May 27, 2009

We asked more than 500 Swedish consumers how satisfied they were when using top Web sites in Sweden. The majority of consumers were satisfied or very satisfied with their experiences. Blocket achieved the highest satisfaction rates, while eBay trailed. . . .

For Customer Experience Professionals

How Satisfied Are German Consumers With Online Customer Experiences?

by Jonathan Browne, May 13, 2009

We asked more than 3,300 German consumers how satisfied they were when using 13 top German Web sites. The majority of consumers were satisfied or very satisfied with their experiences. Amazon had the highest satisfaction rate, while Nike trailed. German . . .

For Customer Experience Professionals

How Satisfied Are French Consumers With Online Customer Experiences?

by Jonathan Browne, May 8, 2009

We asked more than 2,500 French consumers how satisfied they were when using 15 top French Web sites. The majority of consumers were satisfied or very satisfied with their experiences. Fnac had the highest satisfaction rate, while CAMIF trailed behind . . .

For eBusiness & Channel Strategy Professionals

Market Overview: Digital eCommerce Solutions

The Landscape Of Digital eCommerce Solutions Continues To Evolve

by Brian K. Walker, May 5, 2009

Digital products have become a ubiquitous part of the modern lifestyle as consumers buy and download software and digital media of all types to consume &mdash on their PCs, mobile phones, handheld devices, and increasingly on their TVs. To meet this . . .

For Customer Experience Professionals

How Satisfied Are UK Consumers With eCommerce Experiences?

by Jonathan Browne, March 12, 2009

Forrester asked nearly 3,000 UK consumers how satisfied they were when using 19 top UK eCommerce Web sites across two industries: retail and travel. On average, consumers were satisfied with their experiences, but there's still room for improvement. Amazon . . .

For eBusiness & Channel Strategy Professionals

Online Retail Checkout Best Practices

Customer Service Tactics For Meeting Customer Needs

by Zachary McGeary, February 19, 2009

Shopping cart abandonment continues to challenge eBusiness executives. The loss of sales opportunities attributable to a lack of contextual or accessible information is easily avoidable. To facilitate purchases, eBusiness executives must ensure that critical . . .

For eBusiness & Channel Strategy Professionals

Global Web Site Spending: Benchmarking Spending On International Offerings

by Zia Daniell Wigder, February 12, 2009

Despite the belt-tightening taking place at many businesses, the majority of companies do not plan to curtail spending on global Web initiatives in 2009. A survey of 250 Web site decision-makers revealed that almost two-thirds operate international versions . . .

For Business Process Professionals

Planning Your Merchandising Makeover

Merchandising Planning Initiatives Put Consumer Service At The Center Of Retail Planning Processes

by George Lawrie, February 3, 2009

Retailers face an uncertain future with merchandising processes, the key factor in their differentiation, in some disarray. Over the next three years, a minority already plans a massive overhaul &mdash but in a cruelly competitive market, many more . . .

For Market Research Professionals

Technographics® Survey Highlight: North American Technographics Retail Online Survey, Q3 2008

by Jacqueline Anderson, January 23, 2009

This highlight deck summarizes the key findings from Forrester¿s North American Technographics Retail Online Survey, Q3 2008.

For eBusiness & Channel Strategy Professionals

Online Chinese Retail: Assessing Opportunities In Chinese eCommerce

by Patti Freeman Evans, January 20, 2009

The number of online users in China will reach 275 million by 2012, which is 12% greater than the US projected number. Nonetheless, 74% of Chinese online users have a low income level of less than $290 per month and thus present a less active potential . . .