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Regulation, industry consolidation, low economic growth, and risk aversion are squeezing financial institution profit margins. Leading firms are changing client relationship strategies to earn “trusted advisor” status. One tactic: voice of the customer (VOC) analyses, which can determine the business changes needed to win customer trust and loyalty. More info: http://www.pwc.com/us/en/financial-services/publications/viewpoints/voice-of-the-customer-analysis.jhtml
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