In Doing More With Less, Is Service Getting Lost?

The financial services industry didn't fare so well in Forrester Research's latest ranking of the US' most customer-friendly companies. Everyone knows this is a critical time for the industry, and financial firms need to take a good look at the policies, processes and technology they put in place to do more with less, but at the same time remember who is keeping them in business -- customers. Here are some things to keep in mind: 1. First impressions matter. 2. Listen to the customer. 3. Connect the dots.