The Data Digest: Sports, Spectators, And Screen Time

Anjali Lai

Sports fans around the world are having a heyday: From the Copa America soccer tournament in the US to the European Champions Cup across the pond, and from live Wimbledon matches to the imminent Summer Olympic Games, there is no lack of global sports entertainment at this moment.

Sports teams have always brought people together as much as divided them — and in today’s age, technology amplifies the drama of fandom. Personal devices play a critical role in how people come together around sports, when fans watch the action unfold, and how they discuss the results.

For example, Forrester’s latest Consumer Technographics® survey data reveals that consumers worldwide have recently accessed sports applications on their mobile phones and tablets: 

Our previous research shows that consumers often prefer tablets for longer, more engaging, media-rich experiences — and in fact, Forrester’s mobile behavioral data indicates that consumers spend more time on sports apps when using their tablet rather than their mobile phone. However, technology doesn’t only enable sports enthusiasts to get into the game — oftentimes, it also allows more casual fans to multitask.

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The Data Digest: Putting The "Work" In Social Network

Anjali Lai

We’re all guilty of falling prey to the lure of social media and losing hours to it. But there’s little doubt that social networking also encourages collaboration, creativity, and productivity – especially if it’s used for work. When Microsoft made history this week by announcing its $26.2 billion acquisition of LinkedIn, Jeff Weiner argued that such a move will allow both companies to realize their “common mission to empower people and organizations.” And empowerment in the workplace is deeply attractive, particularly for the rising generation of employees: Millennials.

Forrester’s Business Technographics® survey data shows that younger employees leverage social networks at least daily because they believe this enhances productivity. At work, employees tune into social networks across devices, but most do so on tablets:

 

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The Data Digest: Upping The Emotional Ante Down Under

Anjali Lai

Emotions are at the basis of how customers perceive experiences – and why they choose to stay loyal to certain brands. But, not all emotions are equal: Different emotions lead to unique behavioral outcomes depending on context, emotional intensity, and even industry.

For example, in our latest study, my colleague Tom McCann and I measured the emotional impact of CX among banks and retailers in Australia. We discovered that feeling valued is one of the most powerful emotions driving loyalty toward a bank: Australian customers who feel that their bank puts them first are willing to pay a premium for the bank’s experience and are more forgiving when something goes wrong. However, among retail customers, valued is good – but happy is better. Australian retailers that leave customers in a cheery mood are more likely to retain their shoppers and turn their customers into advocates.

And what makes Australian shoppers happy? Forrester’s Consumer Technographics® survey data shows that details in the experience go a long way. For instance, customers are pleased with perceptibly low prices or special deals, stocked inventory, and pleasant customer service reps.

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The Data Digest: Facebook Dominates The Social Landscape

Nicole Dvorak

Today, the average US smartphone owner spends over 2 hours per day using apps and websites on their device — more time than they spend watching TV. Despite this, most of the time that consumers spend using these mobile devices is to communicate with others. Downloaded social networking and communication apps — messaging, email, and digital video/voice – come in a variety of forms; some facilitate intimate conversation, while others blast a network (or even the public) with a one-way status update. As a whole, these apps achieve some of the highest app reach and engagement rates for both US and UK consumers.

My recent report, The Uptake And Engagement Of Social Mobile Apps In The US And The UK, compares the reach of social mobile apps as well as the average number of days per month and sessions per day that smartphone owners (18+) use these apps. Using Forrester's Mobile Audience Data (passively tracked smartphone data), we found that:

  • Facebook is still the most popular app used by both US and UK smartphone owners today.
  • Messaging apps like Snapchat, WhatsApp, and Kik keep users coming back frequently throughout the day.
  • Smartphone owners access email apps frequently throughout the course of a month.
  • The Instagram app reaches more users and has them coming back more frequently than the Twitter app in the US.
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Online Cross-Border B2C Sales Will More Than Double In The Next Five Years, Globally

Michael O'Grady

Forrester Data has just released its first global cross-border online retail forecast covering 29 countries worldwide, helping retailers understand the size and growth of the online cross-border market by country and region and identify the region-to-region flow of trade. Cross-border online B2C sales will more than double in the next five years to reach $424 billion in 2021, as consumers find online cross-border shopping easier, faster, and more convenient:

  • Cross-border shoppers in developing markets are increasing significantly. Metropolitan China in particular saw a large jump in its share of online buyers shopping across borders in 2015. Online cross-border buyer growth is strongest in developing economies: Latin America, Asia Pacific, Africa, and the Middle East will see double-digit compound annual growth over the next five years — significantly more than the growth in Europe and North America.
  • Marketplaces are increasing their share of cross-border sales. Cross-border shoppers prefer to use global marketplaces when they shop abroad. Alibaba increased its share of online sales from outside China. Online marketplace Rakuten reported 41% growth in cross-border sales in 2015, more than twice the growth of the domestic Japanese eCommerce market. In Germany, France, and the UK, more than half of cross-border buyers buy from Amazon and eBay. Amazon merchants’ cross-border sales doubled in 2014.
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The Data Digest: Cinco de Mayo Celebrations Highlight Cross-Border And Cross-Cultural Differences

Anjali Lai

Today in the US, we are gearing up to celebrate Cinco de Mayo with lively music, ice-cold margaritas, colorful clothing — the works. But while many Americans use the day to revel in the trappings of Mexican culture, they often don’t realize that the holiday is actually met with little pomp and circumstance in Mexico itself.

Cinco de Mayo is one of many traditions that have been adopted — and appropriated — across country borders. But the holiday represents a larger concept that applies to people, too: As individuals relocate around the world, they spark cultural variations and build unique identities in their own right.

For example, Forrester’s Consumer Technographics® survey data shows that Mexican-born individuals who now live in the US develop distinct behaviors and attitudes: Not only do these longer-tenured US residents become more comfortable sharing sensitive data (like financial information) online, they also increasingly execute digital transactions:

It’s interesting to note that even though metropolitan Mexico and the US have similar mobile penetration rates, the device profile, technology attitudes, and digital behaviors that characterize Mexican consumers shift after they settle in the US.

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The Data Digest: The Yin And Yang Of Consumer Decisions

Anjali Lai

The tug of war between reason and emotion has fueled contentious debate since the days of Socrates. But, Socrates and subsequent thinkers didn’t anticipate the influx of data in our contemporary world. Today, our modern media saturation, infinite social connection, and sensor-laden bodies and buildings mean that we create, consult, and critique data more than ever before. How does the vast amount of information – that is now literally at our fingertips – actually influence our daily decisions, and why?

Forrester’s Consumer Technographics® survey data proves that individuals are steeped in information and are keenly aware of it. In fact, the insight shows that US online adults increasingly lean on data to make daily choices across spheres of life:

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The Data Digest: Wearables And Youth

Anjali Lai

You might be on the fence about your wearable device, but how do you feel about that new toy your child is now playing with?

American youth love gadgets – and now, that includes wearables. While some technologies have a bigger impact on parents (like those intended to keep track of youngsters’ whereabouts), other wearables are helping kids accomplish the same results that adults seek from their own wearable devices: a healthier lifestyle, instant education, and pure entertainment.

Among early technophiles, the products are catching on: Forrester’s Consumer Technographics® survey data shows that 14% of US online youth (ages 12 to 17) currently use a wearable device – the most popular being a Fitbit, followed by the Apple Watch (in the US, nearly half of young mobile users own an Apple iPhone). And, as with many toys or fashions among adolescents, wearable preferences differ significantly by gender:

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The Slow-Moving Consumer Wearables Revolution

Susan Wu

In the past two years, there has been a boom in wearable device adoption — but growth will slow. Instead of the anticipated adoption explosion that many tech enthusiasts dreamed of, Forrester predicts that US consumer wearables spending will roughly double in the next five years. The main reasons for consolidation are that:

  • Fitness activity tracker bands will be cannibalized. Fitness tracker bands currently dominate the market but will diminish in utility over time. They currently face a high abandonment rate because repeated measurement information becomes less useful unless the data they output is more prescriptive, rather than descriptive.
  • Smartwatches will largely drive the future of wearables spending. More sophisticated wearable technologies, such as smartwatches with fitness tracking features, will partially cannibalize standalone tracker bands as the price gap between these devices narrows.  As vendors begin to pair devices with more tactical applications, smartwatches will drive further wearable adoption.
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Understanding The New Guidelines For Foreign Direct Investment (FDI) In eCommerce In India

Satish Meena

The Indian government issued new guidelines for FDI in eCommerce on March 29, 2016 to provide clear definitions for the sector and to remove ambiguities in the law that companies have been using to get foreign investment. Here are some of the key changes and my thoughts on their impact:

  • The government has defined an eCommerce entity, a marketplace model, and an inventory-led model. For the first time, the government has given clear definitions to remove the ambiguity in this sector. It also makes clearer the government’s position on the business models that online retailers are adopting. Online retailers are increasingly adopting an inventory-led model, as it gives them more control over supply and speeds the route to profitability. By not allowing FDI in the inventory-led model, the government has made it more complicated for online retailers looking to become profitable in the near term to support their valuations, go for an IPO, or raise funds.  

  • 100% FDI is allowed in the marketplace model. Allowing 100% FDI in the marketplace model largely maintains the status quo, as most online retail companies like Amazon, Flipkart, and Snapdeal are funded through the marketplace loophole; these companies position themselves as technology facilitators for the buyer and seller. The new guidelines will help boost investment in marketplaces, as not every investor has felt confident about investing via a loophole. This is good news for the leading marketplaces that are looking for more funds to grow their business; they can now approach a new set of investors who were waiting for this clarification from the government.
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