64页安永调查报告
消费者当道--全球零售银行调查2012
01
Customers are increasingly likely to use other banks 7
02
Customer advocacy is becoming a dominant force 13
03
Customers want greater personalization and flexibility 19
04
Pricing and service quality remain critical to customer satisfaction 27
05
Rewarding loyalty will boost retention and customer acquisition 33
Conclusions 36