Blind Rage Has Left the Building
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.
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.
Latest Spotlight Article:
Attention to Branch Basics Can Stem Account Attrition
Dissatisfaction with banks could hike attrition in 2024. The solutions begin with simple behavioral adjustments in branches and call centers.
Popular Articles within Customer Experience in Banking:
Can Financial Institutions Make Banking Enjoyable?
Should banks and credit unions try making banking a more enjoyable experience? Is it even possible? Yes, according to researchers.
Consumers Icy Feelings Toward Bankers Finally Starting to Thaw
A survey shows consumers' attitudes about banking have improved, but banks aren't done repairing their image quite yet.
Consumers Slow to Forgive Financial Industry’s Sins
Banks plagued by scandals have helped turn the financial sector into the least trusted industry for the third straight year.
5 Things Business Owners Expect From Their Bank
SMBs have many choices when it comes to their banking relationships. Here are the top 5 things they want from banks.
The Crusade to Keep Banking Personal in a Virtual World
Consumers are willing to provide more personal info and migrate to virtual banking channels, with one big caveat: It has to make their lives easier.
High Touch or High Tech? How Consumers Prefer to Interact With Banks
Migrating customers from channels they prefer to new and cheaper channels they don't can have serious unintended consequences.
10 Great Tablet Banking Features Enhancing The Customer Experience
Banks are rolling out iPad banking functionality incorporating many aspects of the branch experience previously unavailable in mobile.
Majority Of Americans Still Hold A Grudge Against Banks
U.S. consumers continue to harbor a huge chip on their shoulders against banks they hold responsible for the Great Recession.
Banks Make Customer Experience Gains, But Credit Unions Are Crushing It
Banking has steadily improved their customer service and satisfaction scores over the last three years, but credit unions are in the lead.
Good Customer Service Makes Customers Feel Financially Confident
60% of consumers who say they are in a happy banking relationship say they also experience less financial stress than everyone else.
Banks Not Meeting Mobile Banking Customer Expectations
Consumers think mobile interactions with their bank should be predictive and in real time. Unfortunately, banks have been slow to respond.
Chase Tops Big Banks In Harris/Google Customer Satisfaction Study
59% of Chase customers say they are "satisfied" or "extremely satisfied," compared to Citi at 55%, BofA at 48% and Wells Fargo at 47%.
Cracking The Code On 3 Major Customer Experience Trends In Retail Banking
A study by J.D. Power & Associates explores three critical challenges facing banks — all directly impacting the customer experience.
Customer Service Champs: JD Power Ranks U.S. Retail Banks
This study compares satisfaction levels with retail banks across consumers in 11 different U.S. regions. Who scored the highest? The lowest?
Customer Service 2.0: The Importance of Live Chat In Banking
Consumers increasingly expect live online chat, but banks and credit unions lag behind. 4 out of every 5 currently don't offer the service... but they should.
9 Critical Ways Financial Institutions Should Rebuild Trust With Consumers
Here are nine ways consumers weigh their trust in banks. How does your financial institution perform, and what weak spots do you need to fix?
Study Shows Consumers Distrust Banks More Than Any Other Industry
Less than half of the public trust banks to do what is right, making them the least-trusted industries on earth for the second year in a row.
Customers Hold Grudge With Referrals Against The Banks That Blew Their Trust
Even though banking customers say they are more satisfied with their institution than last year, banks aren’t back in good graces yet.
Despite Turbulent Year, Consumers Are More Satisfied With Banks & Credit Unions
People say they are more satisfied with banks, and are less likely to switch when compared with last year. Are things turning around?
Consumers Sour on Big Banks, Sweet on Credit Unions
This study shows just how bad consumer sentiment has turned towards big banks. But people still love their credit unions.
UK Banks Feel Pressure as Satisfaction & Loyalty Sink
Banks' relationships with UK customers struggle, with Gen-Y being the hardest to please. But, two-thirds use online banking at least weekly.