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NatWest – five key things it needs to do rebuild customer relationships

by on June 30, 2012

As the NatWest disaster continues to spark anger amongst its customers, Mark Smith, Managing Partner at Table19, examines what NatWest needs to do next in order to rebuild customer trust.

Positive customer relationships are fundamental for any business. Establishing a positive relationship with your customers from the beginning, will make them more likely to be forgiving when things go wrong; however when things do go wrong you need to have robust measures in place to manage your company’s image, retain customer loyalty and turn negative scenarios into business opportunities.