Search Results

• For B2C Marketing Professionals

  Report

  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...

• For B2B Marketing Professionals

  Report

  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....

• For eBusiness & Channel Strategy Professionals

  Report

  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...

• For Customer Experience Professionals

  Report

  Report Drive Revenue With Great Customer Experience, 2017

  January 18, 2017 | Maxie Schmidt-Subramanian, Dylan Czarnecki

  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...

• For B2B Marketing Professionals

  Report

  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...

• For eBusiness & Channel Strategy Professionals

  Report

  Report Customer Advocacy 2015: 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 14, 2016 | Alyson Clarke

  For 12 years, Forrester has shown that customer advocacy — the perception on the part of customers that a firm does what's best for them, not just what's best for the firm's own bottom line — is...

• For B2B Marketing Professionals

  Report

  Report Establish Your B2B Advocate Marketing Goals Before Choosing Tech Suppliers

  Specialized Offerings Help Scale And Unify Engagement Programs

  November 18, 2015 | Laura Ramos

  Specialist technology and service providers offer advocate marketing solutions aimed at encouraging your customers and employees to endorse your business brand and share experiences. While they...

• For Customer Experience Professionals

  Report

  Report The Customer Emotions Driving CX Success

  A Technographics® 360 Report: Using Survey, Qualitative, And Social Listening Data

  October 22, 2015 | Anjali Lai

  Appealing to emotion is key to building superior customer experiences; however, emotion also poses new challenges in customer understanding. We used Forrester's Technographics 360 approach,...

• For B2B Marketing Professionals

  Report

  Report Advocate Marketing Creates B2B Customer Relationships That Last A Lifetime

  Focus On People, Not Companies, To Increase Advocate Engagement

  September 28, 2015 | Laura Ramos

  Word of mouth and peer testimony are powerful business-to-business (B2B) marketing tools, with social, mobile, and the steady move to subscription-based business models making advocacy all the more...

• For eBusiness & Channel Strategy Professionals

  Report

  Report Customer Advocacy 2014: How US Consumers Rate Their Financial Institutions

  Customers Rate Their Banks, Credit Card Providers, Insurers, And Investment Firms

  December 4, 2014 | Bill Doyle

  The traditional competitive barriers in retail financial services are crumbling. Digital touchpoints render branch distribution strength impotent. Digital technologies are cheaper and easier to...

• For B2B Marketing Professionals

  Report

  Report Tip The Balance From Reference Customers To Advocates

  Capture Buyer Satisfaction And Enthusiasm Earlier

  February 5, 2014 | Peter O'Neill

  Most business-to-business (B2B) marketing budgets have a significant and recurring line item entitled "customer reference program," which involves extensive spending and effort so the sales force...

• For eBusiness & Channel Strategy Professionals

  Report

  Report Customer Advocacy 2013: How US Consumers Rate Their Financial Services Firms

  Customers Rate Their Banks, Credit Card Issuers, Insurers, And Investment Firms

  November 8, 2013 | Bill Doyle

  For 10 years Forrester has shown that customer advocacy — the perception on the part of customers that their firm does what's best for them, not just the firm's own bottom line — is the...

• For eBusiness & Channel Strategy Professionals

  Report

  Report Customer Advocacy Q2 2012: How US Consumers Rate Their Financial Services Firms

  Customers Rate Their Banks, Insurers, Investment Firms, And Credit Card Issuers

  July 30, 2013 | Bill Doyle

  When customers feel that a financial services firm acts in their best interest, they are willing to invest more, borrow more, and buy more products from that firm. We call this corporate trait...

• For eBusiness & Channel Strategy Professionals

  Report

  Report What Drives Retention And Sales In US Banking?

  Using Regression Modeling To Better Understand The Drivers Of Acquisition, Retention, And Cross-Selling In Banking

  October 18, 2012 | Gina Fleming, Peter Wannemacher

  In 2012, the age of the customer is in full swing. Gone are the days when companies could simply offer their services and customers could choose to take them or leave them — today, companies...

• For eBusiness & Channel Strategy Professionals

  Report

  Report The Business Case For Personal Financial Management

  Personal Financial Management Offers A Wide Range Of Benefits

  September 5, 2012 | Benjamin Ensor, Stephen Walker

  Many financial services eBusiness executives are considering investing in money management tools for their customers, but they struggle with the business case. To help eBusiness executives build...

• For eBusiness & Channel Strategy Professionals

  Report

  Report Customer Advocacy 2012: How Customers Rate US Banks, Investment Firms, And Insurers

  April 30, 2012 | Bill Doyle

  Our research shows that a key driver of deeper customer relationships among financial services consumers is a trait we call "customer advocacy" — the perception on the part of customers that...

• For eBusiness & Channel Strategy Professionals

  Report

  Report Trends 2012: European Retail Banking eBusiness And Channel Strategy

  Put Digital Touchpoints At The Heart Of Your Multichannel Strategy

  April 25, 2012 | Benjamin Ensor, Auke Douwe Veenstra

  In this research, we explore what the state of the economy, new regulations, competition, and changing customer behavior mean for the priorities of eBusiness and channel strategy executives at...

• For eBusiness & Channel Strategy Professionals

  Report

  Report Customer Advocacy 2011: How Customers Rate European Banks

  January 18, 2012 | Benjamin Ensor

  In the midst of the recession and ongoing sovereign debt crisis, only 29% of Europeans believe their bank acts in their best interest. However, some banks rank much higher than others in our...

• For CMO Professionals

  Report

  Report How Financial Services Firms Win Loyal Customers

  Customer Advocacy 2011: How Customers Rate US Banks, Investment Firms, And Insurers

  June 9, 2011 | Bill Doyle

  Marketing leaders at top-ranked financial services firms have found the secret to loyal customers. Forrester calls it customer advocacy: customers' perception that a firm does what's best for them,...

• For eBusiness & Channel Strategy Professionals

  Report

  Report Customer Advocacy 2011: How Customers Rate US Banks, Investment Firms, And Insurers

  March 8, 2011 | Bill Doyle

  Two years after a near collapse of the financial system, consumer trust in many US financial institutions has returned. But some firms rank much higher than others in our customer advocacy ratings....

• For eBusiness & Channel Strategy Professionals

  Report

  Report Customer Advocacy 2010: How Customers Rate European Banks

  November 4, 2010 | Vanessa Niemeyer, Ph.D.

  Customers who consider their main bank as a customer advocate that does what's best for them have more accounts at their main bank, are more likely to consider it for future purchases, and are more...

• For eBusiness & Channel Strategy Professionals

  Report

  Report Customer Advocacy 2010: How Canadian Customers Rate Their Banks

  October 25, 2010 | Bill Doyle, Molly Simpson

  Forrester's research shows that a key driver of customer retention and deeper customer relationships is a trait we call "customer advocacy," the perception by customers that a firm does what's best...

• For eBusiness & Channel Strategy Professionals

  Report

  Report How US Financial Firms Should Approach Interacting With Consumers On Social Web Sites

  October 7, 2010 | Brad Strothkamp

  Social strategy is all the rage today in financial services, but do customers actually want to engage with financial service firms via social Web sites like Facebook, MySpace, and Twitter?...

• For CMO Professionals

  Report

  Report Big US Banks Need More Customer Loyalty

  May 17, 2010 | Bill Doyle

  Forrester's research shows that a key driver of loyalty for consumers is customer advocacy — the perception on the part of customers that a firm does what's best for them, not just what's...

• For CMO Professionals

  Report

  Report How Financial Services Firms Earn Customer Loyalty

  May 17, 2010 | Bill Doyle

  Our research shows that a key driver of deeper customer relationships among financial services consumers is a trait we call "customer advocacy" — the perception on the part of customers that...