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2014 | OriginalPaper | Chapter
Customer-centricity
From internal focus to customer focus
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Mary was becoming increasingly frustrated. Her bank decided to stop a special arrangement she had had with her previous bank manager. This arrangement allowed Mary to undertake certain transactions expeditiously. This arrangement was different to the normal bank policy. Due to the bank lacking a system to record such an arrangement, the new staff member refused to honor Mary’s previous arrangement with her bank manager.