Forrester Report: Charles Schwab boosts acquisition with online Ratings and Reviews
Charles Schwab understands that customers make their best marketers – the financial service firm acquires 40% of its new business through customer referrals. To bring this powerful word of mouth online, Charles Schwab launched customer reviews on their website in June 2011. Over a thousand reviews later, the firm has successfully raised their customer advocacy score and now uses feedback in reviews to guide customer-centric strategies.
In this complimentary Forrester study, Charles Schwab shares best practices that financial services organizations can use to guide their decision to invest in social. Download Case Study: Charles Schwab boosts acquisition with online Ratings and Reviews to learn:
- How to implement user-generated content in a highly regulated environment.
- How to gain internal buy-in within financial services organizations.
- How ratings and reviews impacted Charles Schwab’s customer advocacy score.
- How Charles Schwab is changing its business based on customer feedback.
