by Reggy de Feniks, Roger Peverelli · PRENTICE HALL · tapa blanda · ISBN 9788483227756
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This book, written by Reggy de Feniks and Roger Peverelli, explores consumer expectations for future banks and insurance companies. Published by Prentice Hall in 2011, the book analyzes how consumers' emotions, perceptions, and attitudes towards financial institutions have changed in recent years, and how these changes will affect the future of financial services. The main objective of the book is to bring the concept of customer service to life, putting the customer at the center of the stage.
