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2021 Goal: Play for Keeps

A practical starting place for customer experience in a (dis)connected world  

Is the world more connected today than it was 12 months ago? We’ve adopted virtual calls and digital services at a rate many times faster than any previous year. Yet, most of us haven’t seen our extended family in months, much less the friendly people who staff our financial institution.  

Consumers remain connected to their institution through technology. Personal connection – the kind created by face-to-face service – might seem unobtainable. Financial institutions, though, are finding just the opposite. Personalization can enrich the digital experience, both preserving and deepening the financial relationship.   

When it comes to customer relationships, financial institutions should have one goal for 2021: playing for keeps. Read more on: 

  • The single biggest mistake financial marketers can make. 
  • Four strategies to win and retain customers. 
  • How to enhance customer experience in a (dis)connected world. 

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