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The bank also accelerated the development of its digital channels ahead of some other traditional banks, so that a customer now can renance a mortgage online. Figuring out how to win the new product sales that are currently going to competitors might also be an important defensive move to protect the overall relationship. Globally, about 29 percent of customers said they would switch their primary bank if it were easy to do so. "There are a lot of customers who frankly consider themselves prisoners in their own banks. They don't switch their primary bank because it's too much hassle to do so.

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