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 CIOs

Industry Innovation: Retail

Technology Trends That Retail CIOs Must Tap To Drive Growth

by Nigel Fenwick, July 28, 2010

Today's retail CIOs can radically influence the future of their business, with more new opportunities to use technology to transform the competitive landscape since the emergence of EPOS in the early 1980s. While retail CIOs may still be under pressure . . .

For eBusiness & Channel Strategy Professionals

The State Of Mobile Commerce In Europe

Mobile Commerce Is Still Nascent And Shows A Small But Growing Market Opportunity

by Lauriane Camus, Thomas Husson, July 13, 2010

European mobile commerce is still at an early stage. Digital content is still the primary product purchased via mobile devices, but consumers show growing interest in using their mobile phone for all sorts of shopping activities. Many enablers are 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 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

Data Essentials: US Retail

A Technographics® Dashboard

by Reineke Reitsma, March 17, 2010

This Data Essentials summarizes some key data points for the US from Forrester's North American Technographics retail surveys; it also includes data from the Forrester Research Online Retail Forecast, 12/09 (US). Online retail sales will continue to show . . .

For eBusiness & Channel Strategy Professionals

Forrester Research Web-Influenced Retail Sales Forecast, 12/09 (US)

ForecastView Spreadsheet

by Vikram Sehgal, February 25, 2010

Web-Influenced Retail Sales Forecast (US): Total offline retail sales that are influenced by online research. Offline influenced retail sales by 30 retail categories such as PCs, apparel, housewares, and consumer electronics. Includes historical data . . .

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 Customer Experience Professionals

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

by Adele Sage, December 7, 2009

Although single-channel interactions satisfy more than 70% of consumers, the results aren't so great when it comes to Web-to-store shopping. Less than two-thirds of consumers are satisfied when researching apparel/footwear/accessories, consumer electronics, . . .

For eBusiness & Channel Strategy Professionals

Depicting European Shoppers' Complex Purchasing Decision Path

Retailers Must Implement Strategies That Facilitate Research And Purchase Across Channels

by Lauriane Camus, Patti Freeman Evans, November 5, 2009

There is no longer a clear purchase path for consumers. Thirty-nine percent of European consumers begin their research process online when making a considered purchase. Those consumers who begin their research process online are also likely to ultimately . . .

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

The State Of Retailing Online 2009: Profitability, Economy, And Multichannel

by Sucharita Mulpuru, October 23, 2009

Although 2008 is generally regarded by retail executives to be one of the worst years ever, online retailers as a whole fared well. In "The State of Retailing Online 2009," a Shop.org study conducted by Forrester Research, retailers noted that Web divisions . . .

For Market Research Professionals

Technographics® Survey Highlights: Shopping Habits Of Loyalty Program Subscribers

by Jacqueline Anderson, September 4, 2009

This highlight deck summarizes the key findings related to loyalty programs from Forrester's North American Technographics Retail Online Survey, Q3 2009 (US). This is the second survey highlight in a series from the North American Technographics Retail . . .

For eBusiness & Channel Strategy Professionals

Profiling The Multichannel Consumer

How Retailers Can Enable Multichannel Consumer Behavior

by Patti Freeman Evans, July 29, 2009

Seventy percent of US online consumers research products online and purchase them offline. Based on this behavior, Forrester has identified two consumer categories: multichannel buyers and online window shoppers. Multichannel buyers use the Web for both . . .

For eBusiness & Channel Strategy Professionals

Realities Of Mobile Commerce In Europe

by Victoria Bracewell Lewis, July 15, 2009

New mobile handsets, technologies, and applications are beginning to engage shoppers in growing numbers throughout Europe. Although adoption remains low, customers will increasingly use their mobile devices to find stores, research products, make purchases, . . .

For Market Research Professionals

Technographics® Survey Highlight: North American Technographics Retail Online Survey, Q1 2009 (US)

by Corina Matiesanu, June 17, 2009

This highlight deck summarizes the key findings from Forrester’s North American Technographics Retail Online Survey, Q1 2009 (US). This deck covers the impact of the economy on shopping behaviors, overall online shopping behaviors, reasons for not shopping . . .

For eBusiness & Channel Strategy Professionals

The State Of Retailing Online 2009: Marketing

by Sucharita Mulpuru, June 5, 2009

This report reflects the 12th annual fielding of "The State of Retailing Online," a Shop.org study conducted by Forrester Research. The objective of the study is to collect a series of benchmarks from online retailers that primarily transact in the business-to-consumer . . .

For eBusiness & Channel Strategy Professionals

Trends 2009: US Online Retail

Surviving Companies Must Focus On Quick Wins And Pricing To Grow

by Sucharita Mulpuru, April 29, 2009

While consumer-facing companies struggle to grow in an unprecedented economic climate, Web divisions of these companies continue to garner attention, from both shoppers seeking lower prices and executives looking to lower the cost of transactions. In . . .

For eBusiness & Channel Strategy Professionals

Online Marketing Benchmarks For Internet Retailers

by Patti Freeman Evans, April 3, 2009

Search engine marketing continues to be a central part of online advertising budgets, as well as the main driver of online sales. At the same time, the percentage of advertising spending is directly proportional to the percentage of online sales generated . . .

For eBusiness & Channel Strategy Professionals

Alternative Delivery Options: Benefiting Both Buyers And Retailers

by Patti Freeman Evans, February 18, 2009

In-store pickup, shipment to store, and parcel pickup points all offer an alternative to home delivery of eCommerce orders in Europe. For retailers, alternative deliveries can create an opportunity for incremental sales, while also allowing them to develop . . .

For eBusiness & Channel Strategy Professionals

The Emerging Opportunity In Mobile Commerce

Explosive iPhone Adoption Resuscitates An Old Idea

by Sucharita Mulpuru, February 12, 2009

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 of accessing the mobile Internet have used it to make . . .

For eBusiness & Channel Strategy Professionals

Multichannel: In-Store Pickup Gains Importance

Consumers' Expectations Rise, But Retailers Are Slow To Respond

by Brian K. Walker, February 5, 2009

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 competition from online-only retailers that are relentlessly . . .

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 eBusiness & Channel Strategy Professionals

Multichannel Experiences Still Need Work

Consumers Report Low Satisfaction When Shopping Across Channels

by Sucharita Mulpuru, February 2, 2009

Superior cross-channel experiences continue to be the goal for most retail executives of multichannel businesses. Yet a recent Forrester survey of consumers highlighted the particularly large opportunity in delivering better customer experiences across . . .