Taking a Customer's Measure Takes a New Turn

Costanzo, Chris
May 2010
American Banker;5/18/2010, Vol. 175 Issue 76, Special Section p6
Trade Publication
The article discusses the need for banks to consider customer needs in order to foster customer loyalty which pays off in the long-term. The author notes that in the aftermath of the U.S. financial crisis, customer satisfaction is more important than ever. Mere customer satisfaction is considered too low a bar for a successful business. More banks are using the loyalty metric and discipline Net Promoter, from Satmetrix, to help foster customer loyalty.


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