Customer Experience Matters » Customer advocacy

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USAA Leads And Citibank Lags In Customer Advocacy

June 24, 2008, 9:52 am

Forrester just published Customer Advocacy 2008: How US Consumers Rate Their Banks, Brokerages, And Insurers which is an annual ranking of 41 financial institutions. For this analysis, customer...

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Lesson From The Streets Of New York: Keep It Real

August 30, 2007, 9:01 pm

My family was recently in New York. We had a great time — except for the Yankees sweeping the Red Sox. And if you’re interested, at the bottom of the post I’ve listed a few of the restaurants that we...

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Let’s Learn From Delta’s [Continuing] Customer Experience Miscues

July 27, 2007, 6:18 am

Let me start this post with a clear disclaimer — I never consider my personal experiences when evaluating customer experience in my research. Every large company periodically delivers subpar...

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Net Promoter And Satisfaction Battle For King Of The Ring

July 6, 2007, 1:49 am

Let’s start with a confession: I’m a big professional wrestling fan; so I really enjoy a good battle. One thing that I’ve learned from the WWE, is that it’s the storyline that makes a battle come to...

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Banks Prepare For Customer Experience Wars

June 26, 2007, 7:28 am

Greetings from day 2 at Forrester’s Finance Forum 2007 in New York. There was a lot going on today. Bill Doyle, one of Forrester’s top analysts, kicked off today’s session by announcing the results...

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