Banks and credit unions are not providing the same positive experience through digital channels as well as they do with personal channels.
Customer Experience in Banking
Articles and trends affecting the customer experience in banking, including digital CX, customer engagement, personalization, chatbots, virtual assistants, and customer journey strategies.
New analysis shows digital prowess stems not from asset size alone. There must be a culture that accepts change and client-obsessed mindsets.
Popular Articles within Customer Experience in Banking:
Banking remains the least trusted industry globally. If banks could rebuild trust, they might see regulatory pressure wane.
While confidence in banking is up, advocacy, clarity, a strong customer experience and delivering on promises still needs improvement.
Credit unions can prove their worth by sending members statements summarizing their savings compared to other financial institutions.
Banks and credit unions can learn about customer experience from Apple, Zappos, Southwest and Disney.
Technology is increasingly changing consumers’ needs and expectations, creating both challenges and an opportunities in retail banking.
New customer acquisition is only half the battle for banks and credit unions. Customer engagement marketing generates loyalty.
When will financial institutions realize that simplicity not only improves the customer experience, but it also reduces operational costs?
The ability for banks and credit unions to develop personalized financial products is a big opportunity for differentiation.
What channels have the greatest impact on consumer satisfaction? How do they define convenience? And what banking products will they be adding?
Research reveals consumers want more than they get from financial services. Enhanced technologies and better banking relationships top the list.
Countless surveys ask banking consumers about switching triggers, but people's behaviors don't align with their responses… or reality.
Every year, ACSI breaks down banking customer satisfaction. However, it appears to reflect customer sentiment more than confidence.
Despite efforts to improve the bank and credit union customer experience, studies indicate that bank customer satisfaction still stinks.
Only 27% of consumers believe their bank truly values them as a customer. 4 out of 5 consumers feel banks lack the basic ability to provide a good experience.
Banks and credit unions need to meet the needs of Customer 3.0 who is hyper-connected, highly informed and wanting a personalized approach.
Trust in global financial institutions remains negative overall, but consumer sentiment held steady for the last quarter. At least things aren't getting any worse.
What are the top 5 things that irritate today's banking consumers? And how many are so frustrated they are ready to switch? Find out here.
Sallie Mae learns a hard lesson in the importance of customer experience analytics. If they had been paying attention, they could have seen all their CX problems coming.
Many banks and credit unions provide fat-cats with personal banking services that regular Joes don’t receive. So what makes affluent consumers switch?
If consumers hold a grudge against financial institutions for the Great Recession, think again. Big national banks are winning the word-of-mouth referral race.
Should banks and credit unions try making banking a more enjoyable experience? Is it even possible? Yes, according to researchers.