Digitally-oriented customers are more empowered and informed than ever. Creating a loyalty-building customer experience will require many banks to rethink their sales, marketing, and technology strategies.
Top Priorities for Aligning to the New Drivers of Retail Banking Loyalty
Rethink Sales and Service
Integrate your sales and service strategies with how and why digital customers buy products.
Respond to Customer Needs
Update or build new capabilities to meet the needs of digitally-empowered customers.
Align the Customer Experience
Keep customers coming back by improving digital and non-personal services, not live interactions.
Prepare for the Future
Embrace a culture of continuous innovation to meet the evolving needs and preferences of digital customers.