Q&A: Bruce Temkin on Customer Retention
Amid the economic turmoil, many people simply want a stable financial services relationship. Creating a strong customer experience can be a powerful competitive advantage in optimizing this valuable relationship, suggests Bruce Temkin, customer experience transformist, and managing partner at Temkin Group, a Newton, Mass.-based research and consulting firm. In an exclusive interview, Temkin discusses how banks and insurance companies can enable a positive customer relationship and unlock the power of loyal customers.
Read the full article here