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Home > Forrester's CX Cast > 8: What Makes Customers Feel That Companies Do What’s Best For Them?
Podcast: Forrester's CX Cast
Episode:

8: What Makes Customers Feel That Companies Do What’s Best For Them?
Category: Business
Duration: 00:14:50
Publish Date: 2015-04-23 12:56:07
Description: itunes pic

Customer advocacy — the perception on the part of customers that a firm does what's best for them, not just what's best for the firm's own bottom line — is a key driver of customer loyalty for financial services firms. So is customer experience quality. In this episode, we speak with VP and Principal Analyst Megan Burns about what kinds of experiences deliver a one-two punch by making customers happy and demonstrating customer advocacy. For more on Forrester’s research related to the drivers of customer experience and customer advocacy, check out the reports Actions Speak Louder Than Words When It Comes To Customer Centricity, What Drives A Profitable Customer Experience, and Customer Advocacy 2014: How US Consumers Rate Their Financial Institutions on Forrester.com.
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