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Turmoil in the financial markets is leaving fewer institutions competing harder to win over a more wary and demanding group of retail clients. Banks and insurers that can both reassure customers and develop compelling, targeted products will cement customer loyalty, grow market share, boost revenue and strengthen their brands. To achieve these goals, retail bankers and insurers must keep their focus squarely on the customer. A firm's capacity to respond to evolving customer needs will be a key determinant of its success. This will hinge on providing different types of products and services to meet the needs of different types of customers.
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