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#7. What Customers Really Want From Their Bank?
Surprisingly, customers are seeking help from banks to solve problems, realize goals, and improve their quality of life, and banks have the tools, data, and partner networks to do just that. Can banks change their thinking to fulfill this role? Michael Ruckman and John Berry continue their discussion on the effects of Coronavirus on the banking industry and the possibility for banks to be customer-centric.
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Surviving & Thriving with Customer-Centric Banking
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What is the difference between retention and loyalty, and between customer-centric and relationship-centric business models? How exactly can one monetize customer experience? Michael Ruckman answers these questions and more…
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