How banks and other financial firms can rebuild and measure the trust they've established with customers.
Building trust takes time. And when trust has been damaged, whether by real or perceived actions, companies must work harder and smarter to ensure they are taking every possible action to continually enhance the customer's trust. In this 1to1 Executive Dialogue, Don Peppers, Founding Partner at Peppers & Rogers Group, and MJ Crabbe-Barberis, a CRM expert who has led direct marketing strategies for Fortune 100 companies including JPMorgan Chase and Citibank, discuss trustability within the financial services sector.
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Comments
Consider all the events of the past two years, and it's no wonder that people have little trust in the banking system. I had a wire event, where a substantial amount of money was lost for a month. In addition, there has been little cooperation by the banks in relation to processing a short sale in an
appropriate time frame. No wonder B of A is in the red. Chase and Wells Fargo are not far behind. The American public was taken for a ride, being encouraged to take equity out of their homes and refinancing at an inflated market value which is now over 50% reduced. The world
and America needs to take a common sense pill. You cannot spend what you don't have!