New Intermediaries in Personal Financial Services

11th Dec 2000
This conference presentation looks at the new intermediaries of new customer facing shop windows, outsourced operations & processing, distributors and factories. It compares the old customer proposition which focused on saying "no" - the proposition as an end in itself, cost of money, focus on risk and transaction profit - to the new proposition focus on saying "yes" - the proposition acting as a means to an end, value for money, volume and customer value. The presentation goes on to consider a new intermediation where the focus is on the customer aspiration and on finance with the goal of making customer acquisition easier. It also considers customer retention, and how to reach this and other targets.

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