09 October 2003

Beyond Complying With the Law

If financial services firms really want to win back the public’s trust, they must go beyond simply following the rules and start engaging customers

by Tracey Gunn and Jim Asplund
If financial services firms really want to win back the public’s trust, they must go beyond simply following the rules. Anyone can comply with Sarbanes-Oxley, but only superior firms truly engage their customers.
Tracey Gunn was a Consultant for Gallup.
Jim Asplund is Chief Scientist, Strengths-Based Development and Principal, Performance Impact Consulting with Gallup. He is coauthor of Human Sigma: Managing the Employee-Customer Encounter (Gallup Press, November 2007).
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