Forrester: - Making Leaders Successful Every Day

Event Overview

Confidence in financial institutions is at historic lows. Stung by the worst financial crisis in a generation, US consumers are mistrustful and angry. Customer advocacy scores tell the story: This year, consumers rated the firms they use lower than ever before. That's bad news, because six years of Forrester data shows that customer advocacy is the real secret to enduring consumer relationships.

Attendees at this intensive full-day Workshop learn how customer advocacy works and what firms do to earn customer loyalty — online and through other customer channels. We cover the economics of loyalty, the elements of customer advocacy, and the art of organic growth. The session is led by Forrester Vice President and Principal Analyst Bill Doyle, who has led Forrester's customer advocacy research from the start.

Customer advocacy is the perception on the part of consumers that the firm does what's best for customers, not just the firm's own bottom line. Customers who rate their financial services firm high on advocacy are willing to invest more, borrow more, and buy more products from the company. With customer advocacy ratings at historic lows, there's never been a more opportune time to master the concept to create real competitive advantage for your firm. In this full-day of presentations and discussions, Forrester shows you how customers rate firms on customer advocacy and how consumers and ratings have changed.

In this Workshop, learn how to:

• Earn the loyalty of today's consumer.
• Improve your customer advocacy ratings and financial results.
• Implement social media to raise the stakes.
• Demonstrate customer advocacy online and through agents and advisors.
• Persuade senior management that customer advocacy can work for your firm.

Who Should Attend?

Customer Experience professionals; marketing leaders; consumer segment managers; customer channel executives; and general management team members at banks, credit unions, credit card issuers, property and casualty insurers, life insurers, brokerages, and mutual fund families. While the emphasis of the Workshop is on retail financial services, attendees from other relationship-focused industries such as healthcare can gain valuable insights. This Workshop is also beneficial for consulting, strategy, and Web development firms.

Why Attend?

• Learn customer advocacy concepts and methodologies that you can use at your firm.
• Work closely with Forrester — attendance is limited to maximize client-analyst interaction.
• Connect with other Forrester clients who are interested in creating customer loyalty.
• Step back from your day-to-day activities to think about breakthrough strategies.
• Leave with a strategy that can generate new growth for your company.