Customer Advocacy 2016: Drive Cross-Sell And Loyalty By Focusing On Advocacy

US Customers Rate Their Banks, Credit Card Providers, Insurers, And Wealth Management Firms On Advocacy And Future Purchase Intent
January 27th, 2017
Benjamin Ensor
Davis Janowski
Cody White
August du Pont
Rachael Klehm
Mike Chirokas
and Rachel Birrell


Forrester has shown that customer advocacy — customers' perception that a firm does what's best for them, not just what's best for the firm's own bottom line — is the key driver of loyalty and future purchase intent at retail financial services firms. Fir

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