June 10, 2005
How Financial Firms Rank On Customer Advocacy
Consumers Rate 34 Top Firms On The Trait That Deepens Customer Relationships
This is the fourth document in the "Customer Advocacy" series.
by Bill Doyle
with Bruce D. Temkin, Peter Hult, Adele Sage
Executive Summary (This is a document excerpt)
Customer-owned firms like USAA and credit unions have the highest percentage of customers rating them high on customer advocacy, the perception that a firm does what's best for its customers, not just the firm's bottom line. Large retail banks rate lowest, with the very bottom spots in our ranking going to the three largest US banks.
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Original air date: Wednesday, September 10, 2008
- What Satisfies Financial Services Consumers
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- Lessons From Edward Jones' Mutual Fund Debacle
- Customer Advocacy: The Secret To Loyal Financial Services Customers
- Customer Advocacy 2006: How Consumers Rate Their Banks, Brokerages, And Insurers
- Customer Advocacy 2007: How Customers Rate Banks, Brokerages, Insurers, and Credit Card Issuers
- Customer Advocacy 2007: How Customers Rate European Banks
- How Canadians Rate Their Banks On Customer Advocacy
- Case Study: Charles Schwab Storms Back By Focusing On Customer Loyalty
- Customer Advocacy 2008: How US Consumers Rate Their Banks, Brokerages, And Insurers
- Customer Advocacy 2008: How Customers Rate European Banks
- Customer Advocacy 2009: How Customers Rate US Banks, Investment Firms, And Insurers
- Customer Advocacy 2009: How Customers Rate Canadian Banks
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