How Wells Keeps Them Satisfied

Smith, Jim
August 2009
Bank Technology News;Aug2009, Vol. 22 Issue 8, p17
Trade Publication
An interview with executive vice president Jim Smith of Wells Fargo & Co.'s Internet Service Group in the U.S. is presented. Smith asserts that they do a lot of onsite visits, electronic mail and traditional methods of customer research. He explains on how ethnography, which is the accumulation of data through direct observation, identifies consumer trends. He also cites trends in mobile modes which he discovers and discusses how his research strategy is used to guide mobile banking.


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