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  • Customer Advocacy

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  • Report Customer Advocacy 2017: How Advocating For Customers Helps Financial Firms Drive Loyalty

    US Customers Rate Their Banks, Credit Card Providers, Insurers, And Wealth Management Firms On Advocacy And Future Purchase Intent
    January 3, 2018 | Alyson Clarke, Mike Chirokas

    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 a key driver of loyalty and future purchase intent at...

  • Report Chart Your Path To Social Media Maturity

    Road Map: The Social Marketing Playbook
    December 8, 2017 | Erna Alfred Liousas

    B2C marketers should read this report to identify the key milestones required to progress beyond their current social media maturity stage and sustain that progress so the entire organization can...

  • Report Drive Business Growth With Great Customer Experience, 2017

    The Upside Of Investing In CX For 17 Industries
    October 12, 2017 | Maxie Schmidt-Subramanian, Dylan Czarnecki, Laura Garvin Tramm

    Many customer experience (CX) pros find it hard to show the connection between improving CX and making a business impact. That's why Forrester built models that demonstrate how CX improvements...

  • Report Empathy: The Hallmark Of The Customer-Obsessed B2B Marketer

    Vision: The B2B Marketing Playbook
    October 5, 2017 | Laura Ramos

    Today's B2B marketers say they understand customers but often lack empathy for buyers' real motivations — and the trials they face during the purchase journey. Based on research that examines the...

  • Report The Canada Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience
    August 28, 2017 | Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 192 brands across 18 industries in the Canada CX Index...

  • Report Executive Q&A: Make The Most Of Your Loyal Advocates

    Continuous Improvement: The Customer Loyalty Playbook
    June 20, 2017 | Emily Collins

    One of the purported benefits of loyal customers is that they recommend you to friends and family — and recommendations and referrals are great ways to acquire qualified prospects who are more...

  • Report The Top Emerging Technologies For B2B Marketers

    Eleven Technologies To Future-Proof Your Customer-Obsessed Marketing Strategy
    April 6, 2017 | Steven Casey, Mary Pilecki

    A new crop of emerging technologies and the solutions that they power stand poised to unleash a new cycle of rising expectations from buyers, changing behaviors, and disruption. Stakes are high....

  • Report 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 27, 2017 | Alyson Clarke

    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...

  • Report Drive Revenue With Great Customer Experience, 2017

    January 18, 2017 | Maxie Schmidt-Subramanian, Dylan Czarnecki, Laura Garvin Tramm

    Many customer experience (CX) pros find it hard to show the connection between improving CX and growing revenue. That's why Forrester built models that demonstrate how CX improvements drive revenue...

  • Report Turn B2B Customer Goodwill Into Gold

    Use Four Advocate Marketing Personalities To Set Your Advocacy Strategy And Deliver Positive Outcomes
    August 16, 2016 | Laura Ramos

    Creating siloed customer advocacy programs to tactically address demands for references, evidence, and feedback ends up confusing customers, burning them out, or creating less-than-ideal...