About this paper
Since the financial meltdown and subsequent shakeout, competition in the financial services industry has reached a whole new level. Acquiring new customers is expensive, so keeping the ones you have and increasing wallet share is critical to survival. It’s a multifaceted challenge, but there is one silver-bullet solution: Customer experience management.
A new report from Harvard Business Review, Lessons From the Leading Edge of Customer Experience Management, is an in-depth study of more than 400 customer experience management executives worldwide. The results show that the companies investing in customer experience management (the processes an organization uses to manage customer interactions across the enterprise) are far outperforming the ones that don’t.
Download this article to see what those results mean for financial services organizations and – most importantly – the five lessons you can apply now.
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