In this episode, Carolyn Saunders, former senior vice president, Consumer & Small Business (Retail), International Banking, for Scotiabank and current Bain external advisor, and Rob Markey discuss how enhancing relationships with customers and prioritizing frontline employees' learning opportunities builds rapport vs. merely building up scores.
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If you'd like to learn more about Carolyn Saunders, you can find her on LinkedIn.
Customer Confidential: Untold Stories of Earned Growth