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Gerard du Toit: Customer loyalty in retail banking

Gerard du Toit, a partner in Bain's Financial Services practice, explains how the "hidden defection problem" in banking is making customer loyalty more important than ever.

Video

Gerard du Toit: Customer loyalty in retail banking
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One-third of banking customers have recently purchased a new product from a company that's not their primary bank. Gerard du Toit, a partner in Bain's Financial Services practice, explains how this "hidden defection" problem is making customer loyalty more important than ever.

Read the Bain Brief: Customer Loyalty in Retail Banking: Global Edition 2014

2018 Customer Loyalty in Retail Banking Report

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With banks facing increased competition from tech firms, our latest report examines how the banks can focus on what customers value most.

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