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MERCATOR ADVISORY GROUP
is the leading independent research and advisory services firm exclusively focused on the payments and banking industries globally, charting the course for sustained growth and profitability.

 

 Multi-Channel Execution: Customer Satisfaction in a Hostile Environment 
 Social Networks and Consumer Payments: 
 The Canadian Debit Market Warning: Contents Under Pressure 
 US Merchant Acquiring 2010: Consolidation at the Top 
 Understanding Prepaid Regulation: A Framework for Asking the Right Questions 
 The Durbin Amendment: Impact Analysis 
 Top Tier Merchants and the Challenge of Card Data Security: A Progress Report on PCI, Deployment and the Cost of Payment Security 
 Understanding Restricted Authorization Networks: Cards Between Closed and Open Loops 
 When The Regulatory Dust Settles, What Do We See? 
 The Under-Billed Market: It's The Little Payments That Mean A Lot 
 Merchant-level Sales Shake-up Ahead 
 The CARD Act of 2009: The Regulation That Keeps On Giving 
 Global Prepaid Card Market Potential Ranking 2010 
 TD Bank: Transforming The Institution, Or How One Bank Embraced Its Acquisition of a World Class Deposit Gathering Machine 
 An Epidemiology of Bank Failures: Forecasting the Kill Rate of Community Banks to 2020 
 Merchant Cash Advance: The Pros and Cons of Outsourcing 
 The Payments Land Grab: How Mobile Devices and the PCI Hammer are Shattering Old Models and Forcing Hardware Vendors into the Clouds 
 Vertical Integration and the Payments Value Chain 
 Credit Account Origination Systems Vendor Review: Beyond Cards 

"Quality customer experiences lead to high levels of satisfaction which in turn increases loyalty. High satisfaction and loyalty correlate with increased customer retention, revenue and profitable relationships. Companies with high satisfaction deliver significantly higher shareholder value than organizations with low satisfaction. Banks have long focused on channel specific issues and must broaden their perspective to improve experience across channels. Quality multi-channel experiences are the key to leveraging the investments banks have made in branches, contact centers, ATMs, IVRs, online banking and now mobile phones. The banks that succeed will improve overall customer satisfaction and that will deliver results to the bottom line and increase shareholder value."

Bob Landry, Vice President, Banking Group Advisory Services and author of the Multi-Channel Execution: Customer Satisfaction in a Hostile Environment
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