Gordon, John
September 2007
Bank Technology News;Sep2007, Vol. 20 Issue 9, Special section p8
Trade Publication
The article reports on the J.D. Power & Associates 2007 Retail Banking Satisfaction Study, which states that customer experience is growing as a strategic driver for financial service institutions to achieve organic growth goals. However, it was found that customer satisfaction and customer experience are often used interchangeably. Moreover, financial institutions is said to find ways to create a point-in-time view of their customers, that enable them to do modeling on customer base.


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