Customer Experience = Competitive Weapon

Excerpt from Forrester's Finance Forum 2007. Forrester Research Vice President Bruce Temkin says with more access to information, more sensitivity to price, and less sensitivity to advertising, customers are getting harder to win and keep. Organizations try to woo these empowered consumers with mediocre customer experiences — but it won't work. Financial services firms need to dramatically raise the bar on the customer experience they provide. But how? By adopting what Forrester calls Experience-Based Differentiation. June 25, 2007 in New York.

Forrester Research, Inc. (Nasdaq: FORR) is an independent technology and market research company that provides pragmatic and forward-thinking advice to global leaders in business and technology. For more than 24 years, Forrester has been making leaders successful every day through its proprietary research, consulting, events, and peer-to-peer executive programs.

Learn more at www.forrester.com

Category:

People & Blogs

Tags:

• Marketing
• metrics
• Customer
• experience
• strategy
• loyalty
• Branding
• Financial
• services

[truthwillwinout]

If this were Jeopardy, I would say that the answer is: "What is a conjurer of congeries?"