"This new book on retail banking is both readable and innovative. Its analysis is unusually accessible in its style, and the book’s conclusions and predictions will be rightly thought provoking. The customer is gaining real power and this new book’s insights on the importance of leadership, the need to unleash creativity and to make a bank’s IT and people resource work together more effectively for customer satisfaction are important pointers to the shape of future competitive differentiation." —Sir Mervyn Pedelty, Recently retired Chief Executive, The Co–operative Bank plc, smile, CIS and Co–operative Financial Services "A stimulating read. A readable and lively book that is always informative, sometimes controversial and invariably challenging. The authors don?t expect readers to agree with it all, but the readers will undoubtedly gain some fresh insights and perspectives on the multiple issues facing management in a rapidly changing industry." — Chris Lendrum...

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Рейтинг книги: 4 из 5, 3 голос(-ов).