Sturgill, Nicole
March 2013
Credit Union Magazine;Mar2013 Supplement, p19
Trade Publication
The article focuses on the responsiveness to costumer needs in financial services. It states that members remain loyal when there is ease in doing business with an organization. It mentions that CEB TowerGroup analysts found that 39% of customers are less likely to leave an institution when banking issues are resolved. It adds the use of interactive voice response (IVR) system to direct members to the right person with .


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