Episode 19 - Jim Marous, Owner & Host - Banking Transformed Podcast, Co-Publisher - The Financial Brand
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Episode 19 - Jim Marous, Owner & Host - Banking Transformed Podcast, Co-Publisher - The Financial Brand
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Banking influencer Jim Marous joins Jody Bhagat to discuss how institutions can move beyond basic personalization to create truly personal customer relationships. Learn why the biggest threat to banks isn't account closure – it's "silent attrition" as customers quietly shift their most profitable activities elsewhere.
Key Topics: 0:00 - Introduction
1:45 - The trust-action gap in banking
4:30 - Moving from perfect to professional
8:15 - Understanding silent attrition
12:20 - Beyond products to customer jobs
16:45 - Making digital more human
21:30 - The urgency to act
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