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Winning Hearts & Minds - Loyalty in Action
All too often, clients tell us that they have “no problems” with customer loyalty simply because ongoing customer satisfaction surveys tell them their customers are “satisfied". However, we’ve learned from our experience that mere “satisfaction” cannot be equated with true loyalty.
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How Millennials Of Europe Will Shape Tomorrow's Payments Landscape
Research into European millennials’ payments behaviour as part of our ongoing commitment to both inform and shape the discussion about the future of payment systems.
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How Millennials Of The USA Will Shape Tomorrow's Payments Landscape
Millennials are coming of age – their choices, their behaviours and their concerns are set to profoundly shape developments across every spectrum of business and commerce, and nowhere more so than in how they access their money.
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Millennials and Baby Boomers: Like Two Peas in a Pod?
Millennials and Boomers: how similar or different do you think their spending habits, financial priorities, and travel destinations are?
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The Future of Money: Financial Services in a Digital World
The financial services industry is experiencing a digital revolution - customers have a wealth of data at their fingertips, and are interacting and paying through new platforms and devices.
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Smarter Closed Loop Feedback
This white paper explores how to optimise the design of Enterprise Feedback Management and Voice of the Customer programmes to maximise the ROI and reduce customer complaints and churn.