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John CrayIt’s a good time for businesses to take stock of their achievements and shortcomings over the past 12 months, and to make plans to increase the former and reduce the latter in 2015.

For those in banking and financial services, there’s one theme that should be a top resolution for 2015: Improving the customer and member experience.

A study conducted earlier this year by J.D. Power illustrated the need for such improvements, noting that midsize banks in particular are notably lagging behind larger banks in customer satisfaction, and they were even found to be declining in points among affluent customers.

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