Retail Financial Services Firms Need To Master Five New Skills
Forrester says customer advocacy remains the best predictor of future purchase intent among financial services consumers. I buy that concept. Advocacy suggests the firm is on the customers side, and has their best interests at heart. This is powerful. This latest piece from Bruce Tempkin, takes the concept of advocacy, and highlights the skills required of a firm, to be successful at advocacy. Forrester Research: The Financial Services Survival Guide Forrester’s customer advocacy rankings show that retail financial services firms aren’t meeting the current needs of customers. What’s causing the problem? Organizational silos. But Forrester sees an end to this … Continue reading Retail Financial Services Firms Need To Master Five New Skills
