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What it takes to make loyalty pay off

In some countries, banks made progress in earning customers’ loyalty during 2013, as indicated by a rising Net Promoter ScoreSM (NPS®). But Bain analysis shows that they are far from exploiting the full potential of that loyalty.

Reference: Customer Loyalty in Retail Banking: Global Edition 2013

http://www.bain.com/publications/articles/customer-loyalty-in-retail-banking-2013.aspx

(Bain & Co.)

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