As a point of differentiation and as a source of competitive advantage trust and customer experience become more important than just satisfaction. - Asia-Pacific Banking & Finance feature article.
The 2012 Australian Bank HuTrust® research study conducted by mext Consulting has been featured together with Capgemini's research in the print version of Asia Pacific Banking & Finance Magazine. The headline article looks at satisfaction not being enough, that trust and customer experience are far more important for customer loyalty and sustained business. For this article Mext MD and HuTrust® developer,Stefan Gräfe, was extensively interviewed on customer trust.Click here to see the AB+F article or visit mextconsulting.com.
About Stefan Grafe: After an international career as head of creative and strategy for the BBDO and Bates marketing networks in Europe, Asia and Australia, Stefan founded mext as a management consultancy to help clients achieve substantial growth by better connecting with their customers.
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