INDUSTRY experts believe consumers dislike the financial services industry because it concentrates too much on acquiring new business, a survey has revealed.
Research conducted by Watson Wyatt at its latest Debating Forum discovered 91pc of attendees thought new customers were considered more important and given higher priority than existing ones. Only 9pc believed existing and new customers were treated equally, and no one supported the assertion that existing customers were considered more important. The attendees, made up of over 30 senior executives from UK insurance companies and other financial organisations, also held a debate regarding the statement that: “This house believes that the focus on new business sales is damaging to ou...
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