Ep. 21: Why are bank customers so disloyal?

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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).

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Ep. 22: There's no such thing as an "average" customer
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Ep. 20: Making customers royally happy