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Customer-Obsessed Firms Must Balance Value FOR And Value OF Customers

Blog: Forrester BPM Center of Excellence

JP Morgan collected more than $ 1.5 billion in overdraft fees in 2020. And that during a time when many households were struggling to keep their bank balances positive due to COVID. Take Ally Bank as a contrast: The firm had waived overdraft fees during COVID. And now, Ally decided to scrap overdraft fees entirely. […]

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