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Being customer-centric is one thing. Exhibiting customer-centric behavior and showing consumers that you truly care about their needs create emotional connections that go a long way toward building and sustaining brand advocacy.

Enter PeoplesBank, which is based in Holyoke, Mass. and was established in 1885. For more than 130 years, customer-centricity has been the driving force behind brand loyalty at PeoplesBank.

Loyalty360 talked to Sheila King-Goodwin, Senior Vice President, Retail Banking, PeoplesBank....

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