Forrester says customer advocacy remains the best predictor of future purchase intent among financial services consumers.
Five skills for making financial services more responsive:
#1 :Customer-Centric DNA — Maintaining An Enterprisewide Focus On Customers
# 2: Solution Management — Tailoring Offerings To Meet Financial Needs
#3: Cross-Channel Process Agility — Delivering A Seamless Experience Across Channels
#4: Integrated Merchandising — Making The Right Offer At The Right Time
# 5: Interactive Education — Helping Customers Make Good Financial Decisions