eringilliam: communications*

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  1. Customer-centric marketing has several layers of meaning. The most popular layer means personalization of communications, toward increasing customer lifetime value. Without the other vital layers, though, much potential customer lifetime value will be squandered.

    First Layer: All Customer Touch-Points. Communications is only one touch-point of many that marketing has with customers. Channel partners, alliance partners, market research, events, customer engagement and loyalty marketing are other touch-points with customers that certainly should be customer-centric.
    http://customerthink.com/customer-centric-marketing-align-for-growth/
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  2. That is according to a study by market researcher Maru/edr, which found that less than half of financial services customers have been asked to give feedback in the last year.

    This is despite the Financial Conduct Authority’s (FCA) Treating Customers Fairly policy suggesting that feedback is one of the best ways to comply with the initiative.

    The research also shows that around half of customers think they can be treated unfairly by providers, while less than a third rate the communications they receive highly.

    “Customer feedback is vital for brands looking to protect and grow their market share," Maru/edr chief research officer, Steve Brockway, said.
    http://www.theactuary.com/news/2019/03/financial-services-firms-failing-to-capture-customer-feedback/
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