The article "Stepping off the roller coaster: How to achieve control over client satisfaction?" discusses the importance of aligning internal and external perceptions to increase the strength of a business relationship with clients in the financial services industry. Financial services organizations invest heavily in various strategies to build client satisfaction, such as segmenting clients, automating client intelligence, standardizing client advisory services, investing in branch networks and e-channels, training relationship managers, and measuring client and/or employee satisfaction. However, the strength of the client/employee relationship is crucial for service businesses like financial services organizations, as they have no tangible products to sell and their products cannot be easily differentiated from those of competitors. Therefore, it is the quality of service that often differentiates one financial services organization from another.
