February 7, 2006

Trends 2006: Retail Financial Services

by Bruce D. Temkin

with Bill Doyle, Ron Shevlin, Adele Sage

Executive Summary (This is a document excerpt)

North American financial services firms will focus on top-line growth in 2006. In this environment, we expect to see firms fighting for retirement assets, enhancing online capabilities, building multichannel platforms, marketing more proactively, renovating branches, developing interactive products, and weighing direct brokerage deals. To succeed, companies will need to beef up their customer advocacy and customer-centric DNA.

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