Customer-centric: What financial services can learn from retail

As an industry, we continue to remain overly focused on inputs. By that, I simply mean that our assessments of products - their suitability and application - remain very much rooted in discussions around features and costs. But if we're to truly make it easier for consumers to compare different products, we need to begin to remove this lopsided approach which considers only inputs and begin to factor in actual customer outcomes in our assessment. Well-known consumer brands Apple, Amazon and Netflix all use a customer-centric loyalty metric to measure satisfaction and focus their loyal...