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Citi’s One-Size-Fits-All Approach to Buyer Personas

I've been musing for several weeks about several change management topics to write about, when Citi Financial gave me a timely subject: customer service. You may recall several posts we've made in the past year or so on the issues of customer retention and why new customers seems to get the best offers/service -- while the old customers (those that pay the bills for ...

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