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Customer Confidential: Untold Stories of Earned Growth
Ep. 21: Why are bank customers so disloyal?
Released: Oct 16, 2014
Bain & Company Partner Gerard du Toit talks about the struggle banks face in attracting new customers (7:25), the companies that have made the biggest strides in service (23:32), and the importance of digital tools in fostering loyalty (31:14).
Ep. 21: Why are bank customers so disloyal?: Bain's Gerard du Toit has been researching customer loyalty in retail banking for years, surveying thousands of customers around the world.
