Banks 'need to keep the old, attract the new'

Rob Markey, partner at Bain & Company and co-author of The Ultimate Question 2.0, is featured in a Business Day article on the current dilemma South African banks are facing in regard to customer loyalty and profit expansion. Markey comments, "South African banks and insurance companies face the challenge of retaining customers in a market where nimbler competitors were changing the way business was done."