This paper reports the findings of a survey of staff perceptions on how customers are being retained in two traditional financial service retailers. In spite of a frequent acknowledgement that customer retention (CR) is a critical business objective, there is limited literature on how customers...

Purpose – The purpose of this paper is to examine multiple channels in retail banking and demonstrate how qualitative market research investigations can inform strategic decision making. Research into customer acquisition and retention has only recently begun to consider them as part of a...