For Financial Services Professionals

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	June 2, 2004 What Satisfies Financial Services Consumers Firms That Demonstrate Customer Advocacy Overcome Mistrust by Bill Doyle with Ron Shevlin, Tom Watson	Average: 10  (1 rating)

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Executive Summary

Financial services consumers have changed: They're mistrustful, insecure, and hands-on. But financial services firms haven't changed accordingly. The result is that customer satisfaction has plummeted. What satisfies consumers are firms that are customer advocates — those that do what's best for the customer, not just what's best for the bottom line. Firms that demonstrate the four aspects of customer advocacy — simplicity, benevolence, transparency, and trustworthiness — enjoy higher customer satisfaction rates and greater cross-sell success.

TABLE OF CONTENTS

• Financial Services Consumers' Hearts Continue To Harden
• Customer Advocacy Is The Answer

WHAT IT MEANS

• How To Succeed With Today's Financial Services Consumer
• Related Research Documents

This is an excerpt

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