The OMC Group Knowledge Centre

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Format	DOCUMENT TITLE	Date	DOCUMENT DESCRIPTION
312kb	Customer advocacy in financial services	Feb 2006	Describes a selection of US financial services firms that are using customer advocacy to build trust and loyalty
254kb	Achieving Customer Innovation: Fast strategies and tips for switching from Inside-Out to Outside-In	Oct 2005	Presents some insights for firms to make a quick leap in customer focus through better engagement and learning
268kb	Building trust and relationships through customer advocacy	Mar 2005	Defines four core dimensions of customer advocacy using examples of leading companies in each
259kb	New perspectives in customer knowledge creation	Dec 2004	Short introductory paper describing how many firms are "opening up" to learn from their customers, and value them as key partners
790kb	ValuePATCH: A framework for building positive brand, marketing and customer context	Dec 2003	Presents an early engagement model which puts customer value - and their new value drivers - at the heart of brand management
781kb	The personal concierge service opportunity	Jun 1999	An early effort to extol the benefits of offering a personal concierge to time-starved customers.
390kb	Are you becoming customer-centric?	Jun 1998	This paper describes the first version of our four zone customer focus development model illustrated by firms that excel in each zone

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