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CUSTOMER
ADVOCACY IN US FINANCIAL SERVICES
New OMC
GROUP WHITE PAPER
Responding to the challenge of
the empowered customer, some firms are developing innovative
approaches to achieve better alignment between their
service, marketing and branding efforts and the needs of
their customers. Collectively, these approaches aim to
provide Customer Advocacy and in this short paper, we define
and explore the unique dimensions of this emerging form of
customer-focused strategy using examples of US-based
financial services organisations.
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THE OMC
GROUP FOUR ZONE CUSTOMER FOCUS ASSESSMENT AND DEVELOPMENT
FRAMEWORK
 The
OMC Group’s Customer Focus Assessment and
Development Framework will allow you to identify and
measure your current situation and potential for customer
focused innovation and change. The
framework organises important
dimensions of successful
customer-focused organisations into four Opportunity Zones.
Each denotes a particular emphasis and
related set of capabilities for creating value by
moving an organisation closer to its customers.
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