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Don’t bank on your customer assumptions
Author: Bill Cusick
January 16, 2006
Need to know what your customers care the most about. We have a novel approach: ask your customers. One might think that’s common sense. But our recently completed bank retention survey, combined with some other research, illustrates how it’s just not happening in the banking industry.
For instance, almost three-quarters of bankers felt that they lose customers because of rates and fees. Incredibly, the research shows that only 11% of customers listed that as the primary reason for exiting the relationship. Somebody is really missing the mark. Read more here on the Vox website.
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please email me about customer retention
Comment by nance sturm — March 13, 2006 @ 3:52 am