Earning Customer Loyalty With Great Cross-Channel Experiences |
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June 9-11, 2004 New York, N.Y.
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Finance Forum presentations are available for Event attendees.
Forrester's Technographics® surveys of almost a million North American consumers since 1997 reveal gradual but profound shifts in consumers' values. They are less loyal to all types of firms, harbor a greater sense of insecurity, and share a greater need for involvement in the management of their financial lives. More than eight out of 10 online Americans and Canadians, for example, don¿t believe firms' assurances that they will not share, sell, or use personal data.
Financial services consumers are changing ¿ but financial services firms aren't. Hamstrung by organizational silos, legacy technologies, and limited budgets, firms continue to interact with customers the same way they have for years, browbeating them with generic product marketing messages and herding them through the same service channels.
At Forrester's 2004 Finance Forum, analysts and industry experts revealed how to reinvent themselves in order to win the changing financial services consumer. Firms learned how to demonstrate "customer advocacy," the single most important driver of customer satisfaction and loyalty. We revealed which banks, brokerages, mutual fund companies, credit unions, insurers, and credit card companies create great customer experiences across channels. We described the organizational, technology, and marketing strategies that firms need in order to get and keep today's financial services consumer.
The 2004 Finance Forum also featured three tracks focusing on hot cross-channel experience topics:
- Online Banking
- Integrated Marketing
- Cross-Channel Service
Featured Speakers
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