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Customer loyalty influences how often customers frequent a brand, how much they spend with the brand, whether or not they recommend that brand, and how likely they are to forgive a brand's missteps. This report answers the question, "How well do leading investment firm brands earn loyalty with the quality of their customer experience (CX)?" In 2020, we reveal the complete rankings of 21 investment firm brands that were analyzed as part of the US CX Index, which can help identify which brands will bounce back the most after pandemic restrictions subside.
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